Head Of Support

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.