• Responsible for building and leading Service teams that will provide operational excellence across the Flutter Group.• Form an integral part of the Global Services leadership team, setting and executing our Service strategy.• Provide line management to a growing team of service professionals, with varying degrees of experience and capabilities.• Establish a Service Desk function, with Service Analysts, capable of monitoring and handling incidents.• Work with the business to agree projects and initiatives, prioritise them, and set appropriate workloads for the team to ensure delivery.• Provide Service Ownership, ensuring business processes are followed and product lifecycles are structured and managed; ultimately be responsible for the successful operation and continuous improvement of services.• Establish excellent working relationships with vendors and suppliers, and manage them efficiently to ensure Flutter receives a high level of service from them.• Define appropriate tooling requirements (e.g. monitoring and control systems) to support the service function and lead on all Procurement requirements, maintaining a cost conscious approach throughout.• Developing suitable operational processes, working closely with engineering teams to ensure satisfactory service and operational support. Implement a structured Acceptance into Service procedure for all new deliverables.• Work closely with Security (tech and assurance) and Audit teams, ensuring alignment with compliance and regulatory requirements.• Engage with other brand Service leaders, encouraging alignment and ensuring Group services meet their needs. Maintain a commercial focus and explore synergies across the group.• Engage in day-to-day activities with the wider Global Services team, participating in Incident Commanders rotation where required.• Provide training, mentoring, consulting, and knowledge transfer to the team members.

•Ensuring consistent best practice across all Flutter UK & I services in particular emphasis on traditional ITSM processes around Change, Incident Management and Problem Management.•Taking a lead role in the Operational Excellence initiative, implement the optimal Divisional IT Operations operating model for our combined business.•Engage with key stakeholders on a continual basis, to ensure that their expectations of IT Operations are met or exceeded.•Ensure that production services are delivered to stakeholder’s expectations as measured against agreed KPIs.•Continually improve key processes to ensure that they are lightweight but effective in maintaining stability and reducing risk.•Measure and understand the degree to which divisions outside of UKI utilise resources within UKI IT Operations, and ensure that services provided are appropriate and properly charged for.•Create an interesting and rewarding place to work for employees, ensuring that they are always focused on highest value delivery. •Maintain a holistic view of risk across all UKI systems and ensure technical risk management and compliance are delivered effectively against areas such as external regulation, security policy and vulnerability management. •Apply strong management practice to all third-party vendors to realise target SLA performance, constantly enhance their offerings, and ensure value for money within all such relationships.•Build, lead, and mentor a team of high performing individuals with a passion for customer satisfaction and a culture of continuous improvement in the technology services •Ensure that the IT Operations function is managed within agreed budgets and works to constantly identify potential cost reduction opportunities•Use error budgets and growth trends for key technical services in order to identify problem areas and system constraints, and ensure that plans are prioritized accordingly

• Deliver world class levels of technology support, implementing processes and setting service levels according to global best practices and standards• Sponsoring initiatives aimed at maximising the availability and stability of customer facing products• Coaching and mentoring a team of people managers • Support and escalation processes are streamlined to minimise MTTR for all incidents• Promotion of a culture of continuous improvement across the function• Professional development within the team.• Ownership of all ITSM Processes within IT Operations • Member of the Infrastructure extended leadership group, contributing to overall objectives for the department.• Recruitment of talented candidates to the team.• Promoting the team among the wider technology and commercial functions.• Ensure ITSM is managed within agreed budgets and works to maximise the value from suppliers and drive efficiencies where possible

•Jointly accountable, with other Service Managers, for the management to completion of incidents and problems• Communication to senior stakeholders during and after incidents, or periods of high risk • Ongoing measurement of key KPIs, and driving action plans on an ongoing basis across the business to drive them to excellence • Provision of reports to senior stakeholders as necessary • Liaison with First Line, SRE, and development to ensure that the Service Management function and the wider ITOps continually drives to add value across the business • Responsible for liaising with the other functions within IT Operations and IT to ensure that operational readinessis maintained at the highest level for new and existing developments • Contributes to projects and change initiatives to bring the IT Ops perspective to the outcomes of such initiatives,to ensure that risks are being properly managed, and correct stakeholders are engaged and apprised • Proactively seeks to embed operational excellence across all relevant groups within the organisation, and organises and contributes to regular improvement sessions • Manages contacts with all parties (including third parties) during and after incidents. Capable of driving action by third parties as required to ensure that they remain aligned with our needs during issues.

Responsible for the implementation, and seamless execution of, all operational processes associated with the Betfair Football product • Effective performance management of Trading Assistants in order to improve execution, reduce errors and develop talent• Work with In-House Trading Tools Team to deliver automated/semi-automated solutions for operational processes to improve customer experience and reduce errors • Create dynamic team and approach in order to supply ad hoc and scheduled resource to Traders, Senior Traders and Head of Football to assist with project work, analysis or workarounds • Ensure event creation, fixture release and settlement are completed to exacting standards through optimum processes, appropriate training, efficient scheduling and by implementing necessary checks • Ownership of all real time issue escalation. Tracking of all bug tickets until resolution.• Point of contact within Football team for IT/third parties on all operational matters• Responsibility for site checking for Football product • Problem solve difficult questions through critical thinking

Key Responsibilities • Creation, management and settlement of Sportsbook markets • Deal effectively and promptly with customer queries • Manage live in-play markets and prices • Feedback to Football Traders on Bets and suspect customers• Assist with ad-hoc administrative duties across the department • Ensure all admin tasks are completed to a high level..• Manual live trading of a range of sporting events in-play markets.• Management & settlement of in-play quickbet markets.• Support Traders,Ops manager & senior TAs to ensure success of Sportsbook.

Promoted to Tier 2 Support providing a more specialized support for customers.Working on multiple game titles including Fifa, Battlefield,Plants vs Zombies, Madden, NHL, Medal of Honor, The Sims 3 and Mobile gaming.Providing insights into process for Worldwide Customer Support.Handling sensitive account and billing information for customers.Helping Tier 1 support with more complex issues and helping to resolve these issues.Helping to train new hires with tools and process during their training period.

Dealing with customer queries on an on-going basisContinuously handling very large amounts of money Training in new staff membersOpening and closing/cashing up the shopFinding innovative ways of driving sales and maximizing business performanceActing as a go-between for staff and higher managementCompleting daily reports and general day to day running of the shop

Setting up meetings for sales reps with customers.Dealing with customer complaints on a daily basis.Completing Sales reports on a weekly basis.Presenting Sales reports to senior management on a weekly basis.Training in new staff into sales department.Managed department for two week period while manager was on holidays.