At a Glance
- Tasks: Lead a global support team and optimise systems for operational efficiency.
- Company: Champion Data, a dynamic sports data company revolutionising the industry.
- Benefits: Flexible working, wellness days, learning budget, and access to co-working spaces.
- Other info: Collaborate with diverse clients and enjoy exciting career growth opportunities.
- Why this job: Join a fast-growing team and make an impact in the sports tech world.
- Qualifications: Leadership experience in technical support and excellent communication skills.
The predicted salary is between 45000 - 55000 £ per year.
At Champion Data, our dedicated team are united by sport and driven by data. We strive to revolutionise and transform sport data globally by leveraging our cutting‑edge technology and expert team, ensuring we deliver the best possible outcomes for our partners and clients.
Champion Data has an exciting opportunity for an experienced and dedicated Technical Operations Officer to join our team! The Technical Operations Officer is responsible for leading and managing the global support function, ensuring consistent, high‑quality service delivery in line with all client contractual obligations and service level agreements. The role plays a critical part in optimising the systems, platforms, and tooling used by the support team to drive operational efficiency, data integrity, and comprehensive reporting for both internal leadership and external stakeholders.
The Technical Operations Officer will take ownership of incident management communications, providing clear, timely, and professional updates to clients and internal teams during service disruptions, while driving post‑incident reviews and ongoing service improvement initiatives. A key aspect of the role is maintaining strong, collaborative relationships with clients and their partners, acting as a trusted point of contact and escalation to ensure service expectations are consistently met or exceeded. In addition, the role contributes to the broader Technical Services function by supporting internal staff across onboarding, system access management, troubleshooting, and software licensing. This includes ensuring staff are equipped with the tools, permissions, and technical support required to perform their roles effectively, while maintaining compliance with internal security and operational standards.
Key Responsibilities
- Develop a comprehensive understanding of Champion Data products and the critical functions performed by the global support team.
- Lead and manage a 24/7 global support operation, ensuring high performance and service continuity.
- Collaborate with Growth, Commercial, Broadcast, Competitions and Technology teams to align staffing levels with operational requirements and budgets.
- Oversee recruitment, onboarding, and training of global support personnel, ensuring adherence to Champion Data processes and quality standards.
- Build and maintain strong relationships with key internal and external stakeholders.
- Contribute to the strategic direction of global support services, including scaling operations to support new business initiatives.
- Monitor SLAs/KPIs (response time, resolution time, ticket backlog etc) and drive corrective action when targets are missed, and deliver regular service performance reporting aligned with these client Service Level Agreements (SLAs).
- Act as an escalation point for internal and external support issues within the region, providing technical support where required.
- Drive continuous improvement in ticket management systems and reporting processes.
- Develop and maintain accurate technical and operational documentation.
- Support global team development and client relationship management through travel as required.
About You
- Proven leadership experience managing a 24/7 global support function, driving team performance, workforce planning, and continuous improvement to ensure reliable, high‑quality service delivery across all regions.
- Proven experience in technical support environments, with a strong track record of contributing to and delivering strategic initiatives.
- Excellent written and verbal communication skills, with the ability to engage and collaborate effectively with stakeholders at all levels, both internal and external.
- Demonstrated experience in client management, with a strong focus on meeting client needs and ensuring delivery against contractual obligations.
- Experience leading the development, implementation, and ongoing management of Service Level Agreements (SLAs), including performance reporting.
- Highly developed time management and prioritisation skills, with the ability to perform under pressure while maintaining exceptional attention to detail.
- Confident and adaptable communicator, capable of engaging, influencing, and building rapport with diverse audiences.
- Relationship‑focused approach, building trust through clear communication, expectation management, and consistent delivery of commitments.
- Strong organisational capability in fast‑paced environments, with a consultative approach to managing complex client relationships.
- Experience managing budgets and overseeing client accounts with a focus on efficiency and value delivery.
- Familiarity with the Atlassian product suite (e.g., Jira, Confluence) preferred.
- Experience in technical and operational documentation, with the ability to produce clear, accurate, and user‑friendly materials.
- Ability to identify emerging technology, and own and implement best practice automations.
Benefits in the UK
- Mindful Me Days: Four days per year dedicated to your wellbeing.
- Flexible Working: Our team works globally in a hybrid environment, which includes two weeks per year, during which you can work remotely from anywhere worldwide.
- UK Office: Access to a co‑working space in Soho, London. Our spaces: all of our offices have great end‑of‑journey facilities; including showers, wellness/prayer room & games.
- Employee Assistance Programs: 24/7 Access to financial support and counselling.
- Wellness Incentive: To help support your home office setup or contribute towards a wellness activity/service of your choosing.
- Get to the Game: Funds towards tickets for you and your family/friends to attend sporting events globally.
- Advance Your Learning and Development: Annual budget to spend on learning and development activities plus Brain Block Time, this is time set aside monthly to learn or study.
- LinkedIn Learning: Access to an external learning platform LinkedIn Learning.
- Social Events: Including an annual Family Day & Volunteer Day.
When you join Champion Data, you will have the opportunity to step into a fast‑growing, dynamic business during an exciting period of expansion. Each day brings new challenges and opportunities to collaborate with diverse clients across the sports, technology, and broadcast media industries. We look forward to hearing from you and welcoming you to Champion Data.
Technical Operations Officer employer: Champion Data
Champion Data is an exceptional employer that fosters a dynamic and inclusive work culture, where employees are united by their passion for sport and driven by data. With a strong focus on employee wellbeing, flexible working arrangements, and ample opportunities for professional growth through learning and development initiatives, our team thrives in a supportive environment that encourages collaboration and innovation. Located in the vibrant Soho area of London, employees enjoy access to modern co-working spaces and unique perks such as wellness incentives and funds for attending sporting events, making Champion Data a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Operations Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Champion Data. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Champion Data before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Operations Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Champion Data:Your cover letter is your chance to shine! Tell us why you want to work at Champion Data specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Champion Data!
How to prepare for a job interview at Champion Data
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
