Senior Manager of End Used Experience

<div class="content-intro"><h2><span style="font-family: verdana, geneva, sans-serif;"><strong>Who are we?</strong></span></h2> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Tripledot</strong> <strong>Studios</strong> is one of the largest independent mobile games companies in the world.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;">We are a multi-award-winning organisation, with a global 2,500+ strong team across 12 studios.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;">Our expanded portfolio includes some of the biggest titles in mobile gaming, collectively reaching top chart positions around the world and engaging over 25 million daily active users.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;">Tripledot’s guiding principle is that when people love what they do, what they do will be loved by others.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;">We’re building a company we’re proud of. One filled with driven, incredibly smart and detail-orientated people, who <strong>LOVE</strong> making games.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;">Our ambition is to be the most successful games company in the world, and we’re just getting started.</span></p></div><p>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.&nbsp;</p> <p>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.</p> <h3><strong>Key Responsibilities&nbsp;</strong></h3> <ul> <li><strong>Lead and Develop Global Team: </strong>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.</li> <li><strong>Strategy &amp; Roadmap Ownership</strong>: Define and maintain the strategic roadmap for all End User Experience initiatives, ensuring alignment with global business objectives and M&amp;A integration plans.</li> <li><strong>Architect the Service Desk</strong>: 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.</li> <li><strong>Drive the AI Revolution</strong>: 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.</li> <li><strong>Own the Productivity Stack</strong>: 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.</li> <li><strong>Global Hardware Logistics</strong>: 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.</li> <li> <h3><strong>Experience-Driven Metrics</strong>: Shift the focus from "Tickets Closed" to XLAs (Experience Level Agreements). You will be judged on First Contact Resolution (FCR &gt; 70%) and the actual frictionless experience of our employees.</h3> </li> </ul> <h3><strong>What We're Looking For&nbsp;</strong></h3> <ul> <li><strong>Years of Leadership: </strong>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.&nbsp;</li> <li><strong>Scale of Impact: </strong>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.&nbsp;</li> <li><strong>Expertise in Stack: </strong>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.</li> <li><strong>Service Desk Transformation: </strong>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.&nbsp;</li> <li><strong>The "Force Multiplier" Mindset</strong>: You don't just solve problems; you build systems so they never happen again. You hate bureaucracy and love efficiency.&nbsp;</li> <li><strong>Battle-Hardened Leadership</strong>: You’ve led global IT support through hyper-growth or M&amp;A. You know how to integrate a new studio (like the Belka team) into a central culture without missing a beat.&nbsp;</li> <li><strong>Tech-Fluent &amp; Data-Obsessed</strong>: 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.&nbsp;</li> <li><strong>AI Pragmatist</strong>: You have a clear vision for how LLMs and automation can transform internal support from a cost center into a competitive advantage.&nbsp;</li> <li><strong>Cultural Fit</strong>: You are low-ego, high-output, and thrive in a "No-nonsense" environment where the best data-backed idea always wins.&nbsp;</li> </ul> <h3><strong>Why Join Us&nbsp;</strong></h3> <ul> <li>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.&nbsp;</li> <li>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.&nbsp;</li> <li>You will operate in an environment that values an experimental mindset, focusing on learning opportunities and pioneering generative game creation.</li> </ul> <h3 id="benefits-heading" class="external-panel__heading">Working at Tripledot</h3> <ul> <li>25 days paid holiday in addition to bank holidays to relax and refresh throughout the year</li> <li>Hybrid Working: We work in the office 3 days a week, Tuesdays and Wednesdays, and a third day of your choice.</li> <li>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.</li> <li>Regular company events and rewards: Join in regular events and rewards that celebrate cultural events, our achievements and our &nbsp;team spirit.</li> <li>Private Medical Cover: Have peace of mind with private medical cover, ensuring your health is in good hands.</li> <li>Life &amp; Critical Illness Cover: Protect your future with our life and critical illness cover.</li> <li>Family Forming Support: Receive vital support on your family forming/ fertility journey with our support program [subject to policy]</li> <li>Employee Assistance Program: Access confidential support anytime through our Employee Assistance Program.</li> <li>Sport Compensation: Stay fit and active with our sport compensation benefit.</li> <li>Meal and Transport Vouchers: Save on meals and transport with our convenient vouchers.</li> <li>English &amp; Spanish Classes: Enhance your English and Spanish skills with our provided language classes.</li> <li>Continuous Professional Development: Propel your career with continuous opportunities for professional development.</li> </ul> <p>&nbsp;</p>