Derivco

Manager: Global Operations

10/12/2024
Other
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Deadline date:

Job Description

Job Profile Summary:

Derivco is a global tech company, providing premium software and management platforms, with deep roots in the iGaming sector. Founded over 29 years ago, Derivco has over 1800 global experts based across Australia, Europe, Southern Africa, and North America. Derivco’s teams around the world have been the early pioneers behind leading technology infrastructure and management platforms for some of the world’s biggest iGaming brands.


Manager: Global Operations:


Role Overview: Lead the management and optimization of global support operations, ensuring seamless 24/7 service delivery across all regions and time zones. Oversee cross-functional teams, drive operational excellence, and implement strategies to enhance global support infrastructure and performance.

Job Description:


Key Responsibilities:

  • Develop and implement operational strategies that delivers global support services, ensuring consistent and high-quality support across all regions and time zones.
  • Collaborate across business to enhance productivity and resolve operational issues ensuring system reliability, availability and scalability to meet product and customer needs.
  • Align business requirements and capacity planning to ensure cost-effective, efficient and scalable allocation of resource and investments to provide a support & resolution model for 24/7 coverage.
  • Develop and maintain incident response protocols and communication plans to manage high-impact situations effectively ensuring effective handling of critical incidents and escalations, ensuring timely resolution and minimizing impact on live environments.
  • Monitor and evaluate operations scheduling, identifying areas for improvement and implementing solutions to address inefficiencies and risk mitigation.
  • Manage team budget to align with strategy, ensuring financial feasibility across projects. Contribute to the development of departmental budget.
  • Conduct cost-benefit analyses and assess the financial impact of support operations in the portfolio, while planning for future needs, measuring ROI, and managing financial risks to enhance overall portfolio performance.
  • Lead and drive a team of individual contributors with a focus on tactical strategy delivery by setting clear direction and transparent expectations, to exhibit the culture and values of the business and achieve / exceed performance measures.
  • Drive continuous improvement initiatives to enhance IT service quality, including incident management, problem resolution, and change management processes.


Key Qualifications and Experience:

  • 5 years of experience in software support or a related field & at least 3 years in a Managerial role.
  • Deep understanding of job-related concepts with specialization in some areas and/or Bachelor degree in Computer Science, Information Technology, Engineering, Operations Management


Specific and Business Knowledge:

  • Incident and Service Level Management; Data Analysis; Monitoring and Logging tools; Cloud platforms; IT Product Deployment / Configuration / Support; Customer services; Operational management; Production Systems
  • Architecture & Design Principles; Thorough understanding of business domain, business strategy and long-term objectives.


Application Process

Interested employees should submit their updated CV, highlighting qualifications, skills, experience, and interest in the role, via our Applicant Tracking System – ICIMS.


Additional Information

Derivco is an equal opportunity employer and welcomes applications from all qualified individuals.
For questions or more information, contact the Talent Acquisition Team at TalentTeamglobal@derivco.com.
Derivco is committed to a smooth transition during this restructuring and values the contributions of our employees.
Disclaimer: This job description outlines the general nature and level of work expected. It is not an exhaustive list of responsibilities, duties, or required skills.

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