Tripledot Studios - Copy of Senior Manager of End Used Experience
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Requirements
• 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. • Years of Leadership: • 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. • Scale of Impact: • 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. • Expertise in Stack: • 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. • Service Desk Transformation: • The "Force Multiplier" Mindset: You don't just solve problems; you build systems so they never happen again. You hate bureaucracy and love efficiency. • The "Force Multiplier" Mindset • 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. • Battle-Hardened Leadership • 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. • Tech-Fluent & Data-Obsessed • AI Pragmatist: You have a clear vision for how LLMs and automation can transform internal support from a cost center into a competitive advantage. • AI Pragmatist • Cultural Fit: You are low-ego, high-output, and thrive in a "No-nonsense" environment where the best data-backed idea always wins. • Cultural Fit
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. • Lead and Develop Global Team: • 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. • Strategy & Roadmap Ownership • Architect the Service Desk: 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. • Architect the Service Desk • Drive the AI Revolution: 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. • Drive the AI Revolution • 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. • Own the Productivity Stack • 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. • Global Hardware Logistics • 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.
Benefits
• 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. • 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 • 25 days paid holiday • Hybrid Working • 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. • 20 days remote working: • Daily Free Lunch: when in the office you get £12 every day to order from JustEat. • Daily Free Lunch: • Regular company events and rewards: quarterly on-site and off-site events that celebrate cultural events, our achievements and our team spirit. • Employee Assistance Program: Anytime you need it, tap into confidential, caring support with our Employee Assistance Program, always here to lend an ear and a helping hand. • Employee Assistance Program: • Family Forming Support: Receive vital support on your family forming/ fertility journey with our support program [subject to policy] • Family Forming Support: • Life Assurance & Group Income Cover: Financial protection for you and your loved ones. • Life Assurance & Group Income Cover: • Continuous Professional Development: Propel your career with continuous opportunities for professional development. • Continuous Professional Development: • Private Medical Cover & Health Cash Plan: Opt-in (P11d benefit) comprehensive private medical cover with Bupa and cash plan with Medicash. • Private Medical Cover • & Health Cash Plan: • Dental Cover: Opt-in (P11d benefit). • Dental Cover: • Cycle to Work Scheme: Salary sacrifice bike purchase scheme. • Cycle to Work Scheme: • Pension Plan: Qualifying earnings or opt-in 4% contributory match schemes offered • Pension Plan:
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