Job Summary:

The Technical Operations Manager is responsible for leading the 24x7 service desk, the SRE team, and the incident management function to ensure reliable, responsive, and well-coordinated operational support across the organisation. This role provides day-to-day leadership for critical service operations, ensuring effective triage, escalation, and resolution of issues across production environments. The manager works closely with other engineering teams and business stakeholders to strengthen monitoring, reduce operational risk, improve recovery times, and embed a culture of accountability and learning. Excellent leadership, calm decision-making under pressure, and the ability to align people, process, and technology around resilient service delivery are paramount.

Main Responsibilities:

• Lead and manage the 24x7 ServiceDesk, SRE, and Incident Management teams, providing guidance, support, and mentorship to foster professional growth, operational excellence, and strong incident response capabilities.

• Create career and development paths for both soft and hard skills of team members based on an assessment of team and business needs, including incident handling, escalation management, and operational coordination.

• Act as the first point of contact for stakeholders across multiple projects and operational areas, coordinating the team to triage incidents, resolve issues, and deliver timely outcomes.

• Collaborate with cross-functional teams, including DevOps, Product, Engineering, QA, Security, Casino Operations, and stakeholders, to ensure reliable delivery and smooth operation of platforms, services, and infrastructure.

• Work closely with the Head of Platform and other key stakeholders to align 24x7, SRE, incident management, and operational strategies with business goals and OKRs.

• Establish and maintain operational plans, ensuring efficient resource allocation, realistic timelines, and effective risk management across monitoring, incident response, escalation, and post-incident review activities.

• Provide regular updates to stakeholders, including incident status, progress reports, operational health updates, follow-up actions, and any potential challenges or risks.

• Foster a culture of accountability, responsiveness, collaboration, and continuous improvement across all areas.

• Stay up to date with industry trends, observability practices, incident management methodologies, and emerging operational tools, incorporating them where applicable.

Requirements:

• Proven experience as a Manager of a 24x7 ServiceDesk, Incident Management Manager, Service Operations Manager, or similar technical leadership role for a 24x7 front-line function.

• Strong background in operational support, incident coordination, service reliability, observability, and incident lifecycle management.

• Experience managing people, including hiring, performance evaluation, coaching, and team development.

• Strong planning and coordination skills, with the ability to build and execute operational response plans effectively.

• Excellent communication and interpersonal skills, with the ability to liaise with stakeholders at all levels during normal operations and high-pressure incidents.

• A strategic thinker with a results-oriented mindset and a track record of improvingboperational performance, incident response times, and service stability.

• Flexibility and adaptability to thrive in a fast-paced, dynamic environment.

What’s in it for you?

• Experience a dynamic and team-orientated work environment

• Opportunities for personal growth and learning

• An open, inclusive and supportive team where you will be valued, and your suggestions will be welcome

• 24 days paid holiday per year, in addition to local public holidays

• Birthday Leave, a paid day off in the month of your birthday

• Competitive Salary

• Hybrid Working (3 days office/2 days home)

• Risk Benefits such as Private Medical Insurance and Life Assurance (2x annual salary)

• Annual Wellness Allowance

• Team Building Opportunities

• Monthly Lunch Allowance

• Parking (limited)

• Local discounts and more…