Technology Operations Manager

IT Support Manager (M)

About Betfair Romania Development
Betfair 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 Values
The 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 impact
About Flutter Studios
Flutter 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 Overview
The 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 & Responsibilities
Team Leadership & Development

• Lead, provide mentorship, and support a team of Technical Account Managers directly, ensuring high performance, engagement, and professional growth
• Help 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 team

Customer Experience & Satisfaction

• Drive a customer-centric culture, ensuring our brand partners receive top-class technical service
• Proactively implement initiatives to improve brand partner experience
• Act as an escalation point for high-impact issues, ensuring timely resolution and effective communication with brand partners
• Ensure consistent, high-quality service delivery, maintaining strong relationships with brand partners and internal teams

Operational Excellence & Collaboration

• Optimize and streamline support processes, ensuring efficient handling of technical issues and requests
• Coordinate across TAM, Service Management, Engineering, Security and Compliance to ensure our products are safe and highly available
• Ensure the TAM team proactively monitors service health, identifying and addressing potential risks before they impact Brand partners
• Oversee reporting on service performance, customer interactions, and key metrics to drive continuous improvement
• Ensure compliance of our products with regulations in the markets we operate

Skills, Capabilities & Experience Required

• Proven leadership experience in a technical account management, customer success, or technical support role
• Strong people management skills, with the ability to coach, mentor, and develop a high-performing team
• Good communication and relationship-building abilities, with a focus on customer experience
• Strong understanding of platform service delivery and event management
• Experience managing customer satisfaction metrics and service improvement initiatives
• Experience working with compliance, privacy, and data security requirements
• Ability to handle multiple priorities, drive initiatives, and align technical solutions with business objectives
• Experience working in online gaming and/or regulatory/licensing projects is an asset
• Bachelor's degree in technology or equivalent experience

Benefits

• Hybrid & remote working options
• €1,000 per year for self-development
• Company share scheme
• 25 days of annual leave per year
• 20 days per year to work abroad
• 5 personal days/year
• Flexible benefits: travel, sports, hobbies
• Extended health, dental and travel insurances
• Customized well-being programmes
• Career growth sessions
• Thousands of online courses through Udemy
• A variety of engaging office events

Disclaimer
We 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.