I. BASIC PURPOSE / JOB BRIEF:

The Senior Manager - Services & Support ensures the stability, availability, and optimal performance of all Online Gaming platforms. The role upholds ITIL best practices to drive 24/7 service continuity, efficient incident resolution, and vendor accountability. By leading proactive monitoring and process improvement, this position safeguards seamless player experience, minimizes downtime, and contributes directly to operational excellence and revenue growth.

III. MAJOR RESPONSIBILITIES AND DUTIES:

Team Management:

• Leads the Online Technical Support function to ensure 24/7 system monitoring, rapid incident response, and full service restoration.
• Governs ITIL processes (Incident, Problem, Change, Request Fulfilment) and drives continuous improvement through root cause analysis and proactive problem management.
• Oversees deployment and release readiness in coordination with vendors and the Project Management Office (PMO) Shared Services, ensuring seamless integration, change control, and compliance with internal standards.
• Establishes, tracks, and reports operational KPIs and SLAs through dashboards and performance scorecards to monitor stability and efficiency.
• Mentors and develops the Online Operations team, including support engineers, game masters, and technical personnel to build capability and ensure service excellence.
• Partners with Product, Development, and Customer Service teams to identify, troubleshoot, and resolve operational issues affecting platform stability and/or user experience.
• Supports the launch and readiness of new games, features, and system integrations.

Shared Services Coordination:

• Coordinates with Shared Services teams (Product Operations & Support, Customer Service, Marketing & Loyalty, Payments, Compliance, AML, and Regulatory) to ensure alignment of service delivery with online business objectives.
• Represents Online Operations in Change Approval Board meetings, risk assessments, and ITSM governance forums.
• Defines RACI ownership between Online and Shared Services for key operational processes, including incident escalation, release readiness, and Disaster Recovery / Business Continuity Plan (DR/BCP) testing.
• Ensures strict adherence with PAGCOR and internal governance requirements in collaboration with Compliance and Regulatory teams.

Third-Party Vendor Management:

• Manages relationships with platform providers, hosting services, CDN partners, and monitoring vendors to ensure reliability and accountability.
• Negotiates, monitors, and enforces service-level agreements (SLAs); conducts periodic vendor performance reviews and escalates issues impacting player experience.
• Coordinates release, certification, and change cycles, ensuring timely resolution of issues and full regulatory compliance.

Continuous Improvement, Revenue Growth & Governance:

• Develops and executes service improvement plans based on operational trends, business intelligence insights, and performance analytics.
• Identifies and implements initiatives that increase revenue and operational efficiency through reduced downtime and optimized vendor/service costs.
• Maintains and continuously updates knowledge bases and run books to enhance operational readiness across L1, L2, and L3 support tiers.
• Ensures full alignment with DR/BCP strategies and objectives.
• Prepares and presents service health reports, incident trend analyses, and efficiency or cost-savings reports to senior leadership.
• Defines and tracks KPIs on user satisfaction, service availability, operational efficiency, and revenue contribution.
• Correlates service performance with player satisfaction, retention, and revenue growth to drive business impact.

III. JOB SPECIFICATIONS:

Educational Requirement:

• Bachelor’s Degree in Computer Engineering, IT Management, or any related degree program
• ITIL 4 Certification preferred

Experience Requirement:

• At least seven (7) years’ experience in IT Service Management, IT Operations, or Online Gaming Technical Support.
• Experience in managing Shared Services environments and cross-functional alignment.

Skills and Attributes:

• People and performance management in 24/7 service teams
• Motivational and coaching skills
• Deep understanding of ITIL processes (Incident, Problem, Change Management)
• Strong vendor governance and SLA management capabilities
• Analytical and problem-solving expertise (root cause analysis, Six Sigma, KPI monitoring)
• Familiarity with online gaming operations, compliance standards, and cybersecurity
• Commercial acumen linking operational efficiency with revenue growth

Other Qualifications:

• Strong stakeholder engagement and communication across multiple business units