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Work Background
MicrogamingHead Of Operations - Landbased
Jul. 2017 - Aug. 2024Isle of ManHaving established my journey within the same group of companies, I progressed into a Head of Operations role. This gave me the opportunity to balance accountability for key customer operations reporting to the CEO of a key customer alongside reporting directly to the Directors of Microgaming for operational management. Key duties in this role included:
• Responsible for operational frameworks related to land based casino products
• Ensuring systems are functioning in preparation to deliver the go-to-market plan • Designed a comprehensive operational framework comprised of reporting systems, support processes and project plans
• Fostered collaborative partnerships with technical, development and commercial teams
• Building and leading multiple teams in emerging and rapidly growing organisations in UK, Mexico & South Africa. • Positioned as a primary stakeholder role in the launch of a new development studio for a key client in Mexico. • Identified a critical business challenge when rolling out new content to customers
• Launched a solution by working with the Development team to create a system which removed 90% of manual overheads
• Steered the performance of the Operational team • Provided hands-on leadership to Support and Helpdesk teams • Audited product launches
• Investigating/driving the emergency response to major incidents
• Launching risk mitigation strategies to minimise disruption to operational timelines.
• Promoted transparency across key customers • Delivered a product optimisation system
• Tracked service levels and aligning customer expectations to service framework, operational systems and process design.
MicrogamingOperations Manager
Jun. 2016 - Aug. 2024Isle of Man, United KingdomLandbased
Derivco Isle of ManTeam Lead
Feb. 2014 - May. 2016Isle of Man, United KingdomAs a multi-site operational Lead, I led and coached a Land based IT ops team of 6-8 engineers, based in Isle of Man, Australia and Costa Rica. With a diverse portfolio of duties, I transitioned across many key functions including:
• Supported teams with the delivery of IT systems, products and deployment service functions
• Enforced high standards of service management • Generated performance and uptime reporting • Monitored all related products and systems
• Project managed applications for customers
• Navigated new and existing operation-orientated systems from the wider Derivco IT Operations group
• Improved customer engagement • Fostered partnerships with Architecture & Development teams
• Integrated insights relating to operations and product development
DerivcoIT Casino Technical Support Lead
May. 2008 - Aug. 2013KwaZulu-Natal, South AfricaWith ownership of delivering seamless support service functions, I implemented highly structured operational frameworks which included facilitating regular process reviews, root cause analysis and preventative measures. Key duties in this role included:
• Ensured all support KPI were implemented effectively
• Tracked targets to minimize downtime and impact to customers
• Cultivated and coached a 15-person technical support team under the IT Casino team
• Tracked and measured team performance using customized support metrics
• Supported existing casino back-end systems and front-end applications
• Improved customer processes and improved customer experiences
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