Technology Operations Manager - Flutter Studios, Hybrid

IT Support Manager (M)About Betfair Romania DevelopmentBetfair Romania Development is the largest technology hub of Flutter Entertainment, with over 2,000 people powering the world’s leading sports betting and iGaming brands. Exciting, immersive and safe experiences are delivered to over 18 million customers worldwide, from our office in Cluj-Napoca. Driven by relentless innovation and commitment to excellence, we operate our own unbeatable portfolio of diverse proprietary brands such as FanDuel, PokerStars, SportsBet, Betfair, Paddy Power, or Sky Betting & Gaming,Our ValuesThe values we share at Betfair Romania Development define what makes us unique as a team. They empower us by giving meaning to our contributions, and they ensure that we consistently strive for excellence in everything we do. We are looking for passionate individuals who align with our values and are committed to making a difference.Win together | Raise the bar | Got your back | Own it | Positive impactAbout Flutter StudiosFlutter Studios comprises three of Flutter’s in-house studios together with Product, Technology and Operations teams with the collective objective to create industry leading casino game content exclusively for Flutter casino brands worldwide.Role OverviewThe Technology Operations Manager role purpose is to lead the efforts to offer seamless experience of the platforms offered by Flutter Studios to its customers. The overarching priorities are high availability, stability, security and compliance of the products offered to Flutter brands. In this role, you’ll be a critical part of Flutter Studios Tech leadership team, responsible for ensuring efficient service delivery, cross-functional alignment, and continuous improvement across our customer-facing and technical operations. To achieve these goals, you’ll manage a team of Technical Account Managers (TAM) while working with colleagues in Engineering, Security and Service Management teams to fulfil the operational duties.This role is a great opportunity for a leader who thrives in a fast-paced, customer-focused environment and is passionate about driving exceptional customer experiences while developing a strong, motivated teams.Key Accountabilities & ResponsibilitiesTeam Leadership & DevelopmentLead, provide mentorship, and support a team of Technical Account Managers directly, ensuring high performance, engagement, and professional growthHelp in establishing clear goals and performance metrics for the organisation, ensuring alignment with Flutter Studios objectives and customer satisfaction targets.Provide guidance to TAMs on handling complex customer interactions, technical challenges, and strategic initiatives.Foster a collaborative and customer-first culture within the teamCustomer Experience & SatisfactionDrive a customer-centric culture, ensuring our brand partners receive top-class technical serviceProactively implement initiatives to improve brand partner experienceAct as an escalation point for high-impact issues, ensuring timely resolution and effective communication with brand partnersEnsure consistent, high-quality service delivery, maintaining strong relationships with brand partners and internal teamsOperational Excellence & CollaborationOptimize and streamline support processes, ensuring efficient handling of technical issues and requestsCoordinate across TAM, Service Management, Engineering, Security and Compliance to ensure our products are safe and highly availableEnsure the TAM team proactively monitors service health, identifying and addressing potential risks before they impact Brand partnersOversee reporting on service performance, customer interactions, and key metrics to drive continuous improvementEnsure compliance of our products with regulations in the markets we operateSkills, Capabilities & Experience RequiredProven leadership experience in a technical account management, customer success, or technical support roleStrong people management skills, with the ability to coach, mentor, and develop a high-performing teamGood communication and relationship-building abilities, with a focus on customer experienceStrong understanding of platform service delivery and event managementExperience managing customer satisfaction metrics and service improvement initiativesExperience working with compliance, privacy, and data security requirementsAbility to handle multiple priorities, drive initiatives, and align technical solutions with business objectivesExperience working in online gaming and/or regulatory/licensing projects is an assetBachelor’s degree in technology or equivalent experienceBenefitsHybrid & remote working options€1,000 per year for self-developmentCompany share scheme25 days of annual leave per year20 days per year to work abroad5 personal days/yearFlexible benefits: travel, sports, hobbiesExtended health, dental and travel insurancesCustomized well-being programmesCareer growth sessionsThousands of online courses through UdemyA variety of engaging office eventsDisclaimerWe are an inclusive employer. By embracing diverse experiences and perspectives, we create a lasting, positive impact for our employees, customers, and the communities we’re part of. 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.We thank all applicants for their interest; however, only the candidates who best meet the job requirements will be contacted for an interview.By submitting your application online, you agree that your details will be used to progress your application for employment. If your application is successful, your details will be used to administer your personnel record. If your application is unsuccessful, we will retain your details for a period no longer than three years, to consider you for prospective roles within the company.