At a Glance
- Tasks: Lead a global team to revolutionise internal support and enhance user experience.
- Company: Join Tripledot, a fun mobile gaming company at the forefront of AI-driven creativity.
- Benefits: Enjoy 25 days holiday, hybrid working, private medical cover, and continuous professional development.
- Other info: Be part of a culture that values experimentation and celebrates achievements.
- Why this job: Shape the future of gaming tech while driving innovation in a dynamic environment.
- Qualifications: 8+ years in IT leadership with expertise in service desk transformation and AI integration.
The predicted salary is between 80000 - 100000 £ per year.
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.
Key Responsibilities
- 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. Merge decentralized studio IT into a high-performance "Follow-the-Sun" model that supports America, APAC, and beyond.
- Drive the AI Revolution: 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.
What We're Looking For
- 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.
Why Join Us
You will be part of a fun mobile gaming company aiming to embrace the future of AI‑driven creativity and explore 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.
Working at Tripledot
- 25 days paid holiday in addition to bank holidays to relax and refresh throughout the year.
- Hybrid Working: We work in the office 3 days a week, Tuesdays and Wednesdays, and a third day of your choice.
- 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.
- Regular company events and rewards: Join in regular events and rewards that celebrate cultural events, our achievements and our team spirit.
- Private Medical Cover: Have peace of mind with private medical cover, ensuring your health is in good hands.
- Life & Critical Illness Cover: Protect your future with our life and critical illness cover.
- Family Forming Support: Receive vital support on your family forming/fertility journey with our support program (subject to policy).
- Employee Assistance Program: Access confidential support anytime through our Employee Assistance Program.
- Sport Compensation: Stay fit and active with our sport compensation benefit.
- Meal and Transport Vouchers: Save on meals and transport with our convenient vouchers.
- English & Spanish Classes: Enhance your English and Spanish skills with our provided language classes.
- Continuous Professional Development: Propel your career with continuous opportunities for professional development.
Senior Manager of End Used Experience in London employer: Tripledot Studios
At Tripledot, we pride ourselves on being an exceptional employer that fosters a vibrant and innovative work culture. With a focus on employee growth, we offer extensive professional development opportunities, hybrid working arrangements, and a range of benefits including private medical cover and family support programs. Join us in shaping the future of mobile gaming while enjoying a supportive environment that values creativity and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager of End Used Experience in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Tripledot Studios values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Tripledot Studios might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Tripledot Studios!
✨Direct Apply to Tripledot Studios
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We think you need these skills to ace Senior Manager of End Used Experience in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Tripledot Studios.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Tripledot Studios. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Tripledot Studios
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
