Senior Manager of End User Experience

At Tripledot, we don't just build games; we build engines of scale. As the Senior Manager of Service Ops, you are the architect of the internal "Product"—the digital environment where 2,500+ of the world’s best game makers live. 

Forget traditional, slow-moving IT. We need a leader to turn our Helpdesk into a high-velocity TechOps machine. You’ll be responsible for unifying 12+ global studios into a single, seamless support experience. Your mission is simple: remove every technical roadblock standing in the way of our teams, using automation and AI to make support feel like magic.

• Lead and Develop Global Team: Directly manage, mentor, and scale the geographically dispersed Service Operations team. Foster a culture of high performance, continuous learning, and seamless collaboration across all global teams.
• Strategy & Roadmap Ownership: Define and maintain the strategic roadmap for all End User Experience initiatives, ensuring alignment with global business objectives and M&A integration plans.
• Architect the Service Desk: Lead the rollout of Serval, our unified global AI support platform. You’ll merge decentralized studio IT into a high-performance "Follow-the-Sun" model that supports America, APAC, and beyond.
• Drive the AI Revolution: We treat "ticket toil" as a bug. You are the DRI for automating the internal journey, with a mandate to resolve 15% of all requests via AI agents and smart self-service workflows.
• Own the Productivity Stack: You hold the keys to our core tools: Slack, Okta, Google Workspace, and our approved AI suite (Gemini, Claude, etc.). You ensure these tools aren't just "available," but optimized for elite productivity.
• Global Hardware Logistics: From MacBook M4s to specialized dev rigs, you own the lifecycle. You’ll ensure our global procurement and onboarding are so slick that a new hire’s first day feels like an upgrade, not a chore.
• Experience-Driven Metrics: Shift the focus from "Tickets Closed" to XLAs (Experience Level Agreements). You will be judged on First Contact Resolution (FCR > 70%) and the actual frictionless experience of our employees.

• Years of Leadership: Minimum 8+ years of progressive IT leadership experience, with at least 3 years leading a geographically dispersed team of 15+ service delivery and operations professionals. 
• Scale of Impact: Proven success leading IT/EUC functions through rapid hyper-growth, including the successful technical and cultural integration of at least two acquired studios or companies. 
• Expertise in Stack: Deep, hands-on administrative expertise in Okta’s Identity Cloud and Google Workspace Enterprise. Certified experience deploying and managing a modern MDM solution (e.g., Kandji, Hexnode, Intune) for over 1,500 endpoints.
• Service Desk Transformation: Direct experience leading the implementation of a unified, global service platform (ESM/ServiceNow) and successfully migrating decentralized studio IT onto a centralized "Follow-the-Sun" model. 
• The "Force Multiplier" Mindset: You don't just solve problems; you build systems so they never happen again. You hate bureaucracy and love efficiency. 
• Battle-Hardened Leadership: You’ve led global IT support through hyper-growth or M&A. You know how to integrate a new studio (like the Belka team) into a central culture without missing a beat. 
• Tech-Fluent & Data-Obsessed: You’re an expert in Okta, MDM, and modern ESM platforms, but you live in the dashboard. If you can't measure the impact of a change, you don't make it. 
• AI Pragmatist: You have a clear vision for how LLMs and automation can transform internal support from a cost center into a competitive advantage. 
• Cultural Fit: You are low-ego, high-output, and thrive in a "No-nonsense" environment where the best data-backed idea always wins. 

• You will be part of a fun mobile gaming company aiming to embrace the future of AI-driven creativity and exploring where the industry is moving. 
• You will be instrumental in shaping the backbone of the AI/ML and IT systems that will power solutions that will spread throughout the whole group. 
• You will operate in an environment that values an experimental mindset, focusing on learning opportunities and pioneering generative game creation.

• 25 days paid holiday in addition to bank holidays to relax and refresh throughout the year
• Hybrid Working
• 20 days remote working: Work from anywhere in the world, or use the time to cover mandatory office days to WFH, 20 days of the year.
• Daily Free Lunch: when in the office you get £12 every day to order from JustEat. 
• Regular company events and rewards: quarterly on-site and off-site events that celebrate cultural events, our achievements and our team spirit. 
• Employee Assistance Program: Anytime you need it, tap into confidential, caring support with our Employee Assistance Program, always here to lend an ear and a helping hand.
• Family Forming Support: Receive vital support on your family forming/ fertility journey with our support program [subject to policy]
• Life Assurance & Group Income Cover: Financial protection for you and your loved ones.
• Continuous Professional Development: Propel your career with continuous opportunities for professional development.
• Private Medical Cover & Health Cash Plan: Opt-in (P11d benefit) comprehensive private medical cover with Bupa and cash plan with Medicash.
• Dental Cover: Opt-in (P11d benefit). 
• Cycle to Work Scheme: Salary sacrifice bike purchase scheme.
• Pension Plan: Qualifying earnings or opt-in 4% contributory match schemes offered