Head Of Support

2 Months ago • All levels • Operations

Job Summary

Job Description

Playtech Neon seeks a Head of Support to lead global licensee support, overseeing service desk, application support, data, and operational support. Responsibilities include defining and executing support strategy, leading incident, problem, and change management, driving continuous improvement, developing a proactive support model, and cultivating a client-centric culture. The role involves managing a team of 16 professionals, ensuring secure processes (ISO27001 compliance), and implementing functional change aligned with product roadmaps. The ideal candidate will have a technical or business background, strong communication and problem-solving skills, and leadership experience.
Must have:
  • Oversee global licensee support functions
  • Define and execute support strategy
  • Lead incident, problem, and change management
  • Manage and mentor a team of 16
  • Ensure secure processes (ISO27001)
Good to have:
  • Client-facing experience
  • Gaming industry experience
  • French or Spanish language skills
Perks:
  • Empowerment, support, and mentoring
  • Learning and development opportunities
  • Active lifestyle and mental well-being focus
  • Fun company events

Job Details

Company Description

Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B and B2C businesses. Both divisions leverage Playtech’s proprietary technology to deliver innovative products and services to ensure a safe, engaging and entertaining betting and gaming experience.

Playtech is the gambling industry's leading technology company delivering business intelligence-driven gambling software, services, content, and platform technology across the industry's most popular product verticals, including, casino, live casino, sports betting, bingo and poker. Read more about who we are and what we do here: www.playtech.com & www.playtechpeople.com

Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtech’s overall commitment to responsible business practices.

Ready to level up your career?

Playtech’s land-based gaming unit Neon is looking for a Head of Support to lead our licensee support function. This is a leadership role within Playtech Neon, where you will have accountability for all support services provided to our licensees globally, and full control of all the support resources and processes needed to deliver an excellent level of service.

We are open to applicants who come from either a technical or business background for this role.

Job Description

Your influential mission. You will...

  • Oversee all Neon global licensee support functions (service desk, application support, data, and operational support).
  • Define and execute the support strategy, aligning with product roadmaps and business growth.
  • Lead incident management, problem management, and change management processes.
  • Drive continuous improvement through root cause analysis and metric-driven insights.
  • Develop a proactive support model, preventing incidents and ensuring SLA adherence.
  • Cultivate a client-centric culture within the support team.
  • Manage and mentor a team of 16 support professionals.
  • Ensure secure processes are followed, aligned with ISO27001 standards.

Qualifications

Components for success. You...

  • Have relevant technical or business background.
  • For techincal candidates, possess experience with some or all of: Windows Server/SQL Server, ServiceFabric, RabbitMQ, IIS, Web Apps & REST Services, Kubernetes, PowerShell, Elasticsearch/Kibana, PRTG, ConnectWise, SSAS/SSIS/SSRS, Azure/AWS/GCP/On-Prem hosting.
  • Demonstrate effective communication skills, maintaining composure in pressured situations with both internal stakeholders and external clients, always professionally setting and managing expectations.
  • Build strong and enduring relationships across the client base and internally across functions.
  • Exhibit stress tolerance, managing a high volume of work, making effective and quick decisions in response to changing situations, and ensuring those decisions are enacted.
  • Implement functional change, adapting the support function to align with the Neon product roadmap, taking ownership of new products and technologies, and ensuring the function is scaled to support new clients.
  • Apply problem-solving skills, essential for success in this role.
  • Utilize analytical skills, diving deep into metrics to identify trends, deliver service improvements based on analysis, and create KPI reporting packs.
  • Demonstrate leadership skills, leading by example and setting the standard for the team.

You'll get extra points for...

  • Client-facing experience
  • Experience in the gaming industry
  • Foreign languages, particularly French or Spanish

Thrive in a culture that values...

  • Empowerment, support, and mentoring.
  • Constant learning and development opportunities.
  • An active lifestyle and mental well-being.
  • Fun company events.

Additional Information

HOW TO APPLY?

In addition to your CV, please add a brief motivation letter covering your goals and your relevant experience for the position of Head of Support, and why you are interested in the role. You can write it in the comment section at the end of the application page (under "your message to the hiring manager").

 

ABOUT THE NEON TEAM

Playtech Neon is the fastest growing system for bricks-and-mortar casino operators worldwide. Our team has decades of global experience and our vision is to provide software solutions that delight every member of the casino team and put the player at the heart of the solution. We apply modern techniques and technologies to provide a flexible platform for the management of retail casino and electronic gaming operations, which embraces the opportunities presented by omnichannel.

 

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.

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About The Company

Founded in 1999 and premium listed on the Main Market of the London Stock Exchange, Playtech is a technology leader in the gambling industry with over 7300 employees in 19 countries


Playtech is the gambling industry’s leading software and services supplier and partners with many of the world’s leading regulated online, retail and mobile operators, land-based casino groups, government sponsored entities such as lotteries, and new entrants opening operations in newly-regulated markets. Its business intelligence-driven gambling software offering includes casino, live casino, bingo, poker and sports betting.


We are the pioneers of Omni-channel gambling which, through Playtech ONE, offers operators and their customers, a seamless, anytime, anywhere experience across any product, any channel (online, mobile, retail) and any device using a single account and single wallet. It provides marketing expertise, sophisticated CRM solutions and other services for operators seeking a full turnkey solution.


The company has won numerous awards including the prestigious Gaming Intelligence Game of the Year award 2018 for its Age of the Gods games that includes slots, table games and live casino.


Alongside our own cutting-edge gaming studios and content we license some of the world's most popular brands from Hollywood studios including Warner Bros. Consumer Products on behalf of DC Entertainment, Paramount, Fox, NBC Universal, MGM and many more.


Playtech Financials operates both on a B2C and B2B basis. Our B2C focused offering is an established and growing online CFDs broker, operating the brand markets.com. Our B2B offering includes the division's proprietary trading platform, CRM and back-office systems, as well as its liquidity technology platform which provides retail brokers with multi-asset execution, prime brokerage services, liquidity and complementary risk management tools.


If you are an ambitious, creative thinker and would like to work for us we want to hear from you!


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