Head of Operational Systems

As Head of Customer Operations Systems, you will lead the strategy, optimisation, and performance of critical operational systems such as Zendesk, LivePerson, Callminer, and others. You will be responsible for managing key vendor relationships and developing system success roadmaps with measurable outcomes that support both business-wide objectives and specific market goals. As a member of the Customer Operations Extended Leadership Team, you will play a pivotal role in shaping how technology enables operational excellence, customer experience, and service transformation.

You will also lead a team of talented Systems Analysts, ensuring delivery against commitments and working cross-functionally to embed automation and efficiency through system strategies.

What you will be doing

1. Own the strategy, performance, and vendor relationships for platforms like Zendesk, LivePerson, and Callminer.
2. Develop and deliver system roadmaps aligned with market and Customer Operations priorities.
3. Drive automation and efficiency through smart use of systems and process improvements.
4. Track and report on the success of system enhancements using clear performance measures.
5. Lead a high-performing team of Systems Analysts.
6. Collaborate with vendors, finance, procurement, IT, product, and tech teams to align goals and execution.
7. Oversee contract management, license forecasting, and supplier negotiations.
8. Ensure strong governance, documentation, and system integration practices across the lifecycle.

Who we are looking for

We are committed to responsible gambling, and we are looking for people who can support our ethos. To apply for this role, you will:

• Have proven experience leading operational systems with a strategic, outcome-focused approach.
• Possess strong leadership, stakeholder management, and cross-functional collaboration skills.
• Demonstrate the ability to embed automation and deliver measurable operational improvements.
• Be commercially savvy, with experience in vendor management and navigating complex environments.

What we offer

Our roles offer more than just a job; you'll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

• Financial: Competitive salary, pension, and bonus schemes.
• Hybrid working: Our Gibraltar-based employees can work from home up to 80% of the time, with 20% of office time for face-to-face collaboration and socialising. Employees living in Spain and working in Gibraltar are required to work from the office 80% of the time.
• Holiday entitlement: 25 days holiday plus 12 bank holidays.
• Family Support: Industry-leading maternity and paternity leave and paid time off for caring responsibilities.
• Life assurance: Safeguarding your financial future and offering peace of mind.
• Perks and discounts: Discounts at a range of high-street retailers.
• Healthcare: Comprehensive healthcare benefits to prioritise your health and well-being.
• Health & wellbeing: Support tools and services, including mental health and financial education, gym discounts, and a cycle-to-work scheme.

More about evoke

We're a business that embraces change and progress. evoke is the new name for 888 Holdings, powering brands like William Hill, 888, and Mr Green. It marks a new sense of purpose, direction, and ambition for the company. This is an exciting time to join us as we accelerate our journey to deliver world-class betting and gaming experiences. That's the future. That's evoke.

At evoke, we value flexibility and a culture built on trust. We give you the space to be yourself and the tools to protect our customers while they play. We invest in your future to help you develop your strengths and build a career that's right for you.

Apply

We prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

If this sounds good, then you belong at our place! The recruitment process starts with your application, followed by an initial screening call and an interview stage. Apply today to join the evoke family!