Director of Service Operations

Flutter Functions Technology

Reports to: Group Director of Technology Operations

Location: Dublin / Leeds / Cluj - Travel required

Role purpose:

• Lead service excellence on a global scale. 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 transforming how we deliver value to our customers.
• You'll champion critical service management functions and Technology Vendor Management, orchestrating seamless service delivery that exceeds expectations. 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.

Accountabilities:

Strategic Leadership

• Develop and execute a comprehensive service operations strategy aligned with business objectives

• Drive continuous improvement initiatives across all service delivery channels

• Establish service level agreements (SLAs) and key performance indicators (KPIs) for service excellence

• Lead transformation initiatives within service operations

• Collaborate with leadership on service operations budget planning and resource allocation

Team Management

• Foster a culture of operational excellence, innovation, and customer-centricity

• Develop talent pipeline and succession planning for key service operations roles

• Build cross-functional relationships to support service delivery objectives

Financial Management

Manage annual service operations budget

Conduct regular financial analysis including cost per incident, service delivery ROI and efficiency metrics

Drive and support vendor cost optimization activities

Service Management Oversight

• Ensure implementation of ITIL/ITSM best practices across service management functions

• Oversee incident, problem, and change management processes

• Drive service catalog development and maintenance

• Monitor service performance metrics and implement corrective actions

• Establish service governance frameworks and reporting mechanisms

Technology Vendor Management

• Oversee strategic supplier relationships and technology partnerships

• Ensure vendor performance meets service standards

• Implement supplier risk management and business continuity planning

• Drive innovation through strategic vendor relationships

Operational Excellence

• Implement process optimization, AI and automation initiatives

• Establish quality assurance frameworks for service delivery

• Lead root cause analysis for major service incidents

• Ensure disaster recovery and business continuity plans are tested

• Ensure compliance with regulatory requirements and industry standards

Competencies:

• Big Thinker: Constantly explores and analyses future scenarios and possibilities to help Flutter respond to change and shape the future; drives self and others to pursue opportunities that will create sustainable value for Flutter; contributes to the functional and the Flutter strategy, mapping and aligning efforts to strategic imperatives.
• Effective Communicator: Provides clarity on business goals; is effective in all types of communication; adjusts communication style to fit the audience; consistently communicates the mission, vision and values to inspire, energise and motivate others throughout Flutter; ensures others understand how their efforts positively impact the bigger picture; creates an environment that encourages effective communication and the sharing of diverse perspectives.
• Commercially Savvy: Makes it their business to be aware and anticipate emerging external factors and changing market dynamics; constantly explores and analyses future scenarios and possibilities to help Flutter respond to change and shape the future; has deep understanding of business drivers and the industry to guide decisions and lead others.
• Customer Obsessed: Builds and maintains strong relationships with stakeholders; champions the needs of customers and the importance of exceeding expectations; builds and delivers solutions that exceed customer expectations; prioritises customer satisfaction and builds commitment in others to provide outstanding service.
• Nimble: Is energised by new and unfamiliar situations and quickly adapts; advocates active experimentation and encourages others to be agile in their approach; is adaptable and flexible when developing others encouraging them to learn quickly when faced with new situations and be open to new ideas and ways of working; proactively shares lessons learned.
• Wins Together: Gains trust and support of others, generous with time, advice and knowledge; is able to establish and engage networks to get stuff done rather than depend on authority; seeks out opportunities to break down barriers and collaborate and partner across organisational boundaries.
• Resilient: Creates a climate where people are curious, resilient, determined, learn and adapt; handles and manages crises effectively; anticipates and shows the way forward during setbacks; builds energy in others to stick with it/ to stay on track / push through.

Experience:

Education & Experience

• 10+ years experience in service operations, IT service management, Technology vendor management or related field in a Global matrix organisation

• 7+ years of senior leadership experience managing global teams, vendors and customers, ideally in a matrix organisation

• Proven track record in large-scale transformation initiatives

Technical Skills

• Deep understanding of ITIL framework and service management principles

• Experience with service management and vendor management frameworks

• Knowledge of cloud technologies and digital service delivery platforms

Experience in managing large tier 1 suppliers and driving continuous performance improvement activities

• Understanding of AI, automation and process optimization technologies

• Experience with vendor management and contract negotiation

Leadership Competencies

• Strong strategic thinking and business acumen

• Excellent communication and stakeholder management skills

• Proven ability to lead through influence and drive organizational change

• Strong financial management skills

• Strong analytical and problem-solving capabilities