Director of Service Operations
Director of Service Operations
Location –Leeds/Dublin
Hybrid
Permanent
As Director of Service Operations, you'll drive strategic innovation and operational excellence across Flutter Functions and shared services worldwide. This senior leadership role puts you at the forefront of redefining how we deliver value to our customers.
You'll champion critical service management functions and Technology Vendor Management, orchestrating seamless service delivery that goes above and beyond. Your leadership will directly impact service performance, elevate customer satisfaction, and unlock new levels of operational efficiency across the organization.
This is your opportunity to shape the future of service operations at one of the world's leading entertainment companies.
About Flutter
In Flutter COO we work with experts across Flutter to build, deploy and communicate the Flutter Edge. Together we cover Product & Payments, Technology, Sportsbook Product & Trading, People, Property, Corporate Communications and Strategic Partnerships & Transformation.
What you'll do
Strategic Leadership – develop and implement the service operations strategy, in alignment with business objectives. Driving improvements, measurable performance, and transformation across the business area.
Team Management – as a people leader, you'll work to foster a culture of excellence and innovation, keeping our customers at the heart of everything your team do. You'll develop a future talent pipeline and build cross- functional relationships to ensure service delivery.
Financial Management – handle the annual budget, conducting regular financial analysis to understand return on investment and efficiency of the service.
Service Management Oversight – oversee the service, taking a birds- eye view of incidents, performance, and governance, and taking actions where needed.
Technology Vendor Management – you'll supervise relationships with key suppliers, ensuring that service standards are met and implementing risk management where needed.
Operational Excellence – driving operational excellence at every turn, as well as ensuring best practice quality assurance, risk management, and compliance, you'll also find ways to optimise process and drive automation.
How you'll do it
Experience - robust experience at leadership level within service operations, IT service management, Technology vendor management or a related field. Ideally, within a complex, global, ever- evolving organisation.
Technical Capability - You'll have a depth of technical skill, with understanding of frameworks (ITIL), service management frameworks, cloud technologies, AI and automation, and vendor management.
Leadership – a strategic thinker and problem- solver, with proven track record of driving organisational change and building credibility and trust at all levels.
Commerciality – you'll make it your business to understand and anticipate the evolving market dynamics, always exploring opportunities for Flutter to respond to change and shape the future. You'll put our customers at the heart of everything you do.
Agility – energised by new situations and able to adapt in order to see opportunities within ambiguity.
What's in it for you
We are a flexible employer; whether you have personal commitments or a hobby that brings you joy, we want you to bring your best self to work and feel empowered to do so. We also like to share our success; after all you make it happen. We have an excellent benefits package that can be personalised to you:
* Bonus scheme
* Uncapped holiday allowance
* Enhanced pension scheme
* Private healthcare
* Life assurance
* Income protection
* £1,000 annual self-development learning fund
* Invest via the Flutters Sharesave Scheme
* Enhanced parental leave
About Flutter
We are a world leader in online sports betting and iGaming, with a market leading position in the US and across the world.
We have an unparalleled portfolio of the most innovative, diverse and distinctive brands including FanDuel, Sky Betting & Gaming, Sportsbet, PokerStars, Paddy Power, Sisal, tombola, Betfair, MaxBet, Junglee Games and Adjarabet.
With our global scale and challenger attitude, through which we excite and entertain our customers, in a safe and sustainable way. Using our collective power, the Flutter Edge, we aim to disrupt the sector, learning from the past to create a better future for our customers, colleagues and communities.
We're working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.
If you need any adjustments to make this role work for you let us know, and we'll see how we can accommodate them.