Director of Service Delivery

7 hours ago


Stockholm, Stockholm, Sweden EveryMatrix Full time
About Us

EveryMatrix is a leading provider of software, content, and services for the iGaming industry.

We offer a comprehensive solution for our clients, providing casino, sports betting, platform, and payments management to over 200 customers worldwide.

Our team of over 1000 passionate individuals spread across twelve countries in Europe, Asia, and the US are united by our love for innovation and teamwork.

The Role

This is an exceptional opportunity to join our dynamic team as the Head of Managed Services. As the leader of our Managed Services team, you will be responsible for ensuring the delivery of high-quality services to our clients.

You will lead a diverse team spanning multiple offices in Bucharest, Zagreb, and Malta, and engage with internal business units to deliver exceptional client experiences.

Responsibilities include:

  • Contribute to the profitability of the department;
  • Closely work with Clients to ensure optimal growth in client revenues;
  • Manage personnel within the division (organizing internal team structures and coordinating with subordinate team leaders and HR in assuring optimal staffing);
  • Build on the existing strategy and the vision of Gaming Managed Services. Use all relevant sources of information to ensure effective decision making and to guide and deliver effective customer interaction;
  • Implement the strategic plan, execute, measure, and optimize customer lifecycle programs. Manage programs that leverage customer behavior;
  • Follow up with company policies and ensure they are correctly implemented within the team;
  • Ensure team growth and motivation;
  • Set business goals;
  • Evaluate the success of the department;
  • Ensure that operational insights are given to various product teams, PAM, Casino, Sports, Payments, etc.;
  • Develop and implement operational policies;
  • Where necessary, challenge current performance levels;
  • Make informed decisions determining appropriate mitigation actions for any risk identified;
  • Keep abreast of competitor programs and provide insights on this to the team.
Requirements

To succeed in this role, you will require:

A minimum of 5 years' experience in a similar role within the B2C iGaming industry, preferably with CEO or COO experience.

A solid technical background with understanding and/or hands-on experience in software development and web technologies.

Experience with CRM platforms with segmentation and journey builder capabilities.

Deep understanding of lifecycle marketing, direct marketing, and lifecycle best practices.

Ability to interact professionally with clients and stakeholders and solicit their input for potential requirements and design features.

Profit and loss, balance sheet, and cash flow management.

Team management experience.

Ability to get up to speed quickly on new issues and to make sound judgments on them.

Having a can-do, problem-solving attitude.

Ability to plan own workload effectively and to delegate.

Sociable personality.

Ability to work under pressure.

Benefits

We offer:



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