Rank Interactive is on a mission to create the leading UK multi-channel brands in the Bingo and Casino industry. We are passionate about our brands and we strive to deliver new and innovative products that Excite and Entertain our players.

Our Rank Interactive business has brought together the digital technology teams from the Rank Group and Stride Gaming to build a world-class, globally-distributed technology function. This role is based in our vibrant Gibraltar office and represents an outstanding opportunity to join a team dedicated to ensuring that the business reaps the rewards of its considerable technology investment.

The key purpose of the role is to ensure that customers have the smoothest possible experience when playing on our digital platforms by quickly, efficiently and sympathetically dealing with technical issues that customers and the business raise. This role does not require a deep background in technology, but it does require experience in handling customer problems and in advocating for the customer when dealing with technology teams.

The successful Service Operation Analyst will help customers and colleagues by getting the right technology teams to resolve incidents with the minimum amount of disruption.

• Functioning as a member of the operational team, that acts as a single point of contact for digital and multi-channel incidents
• End-to-end management of incidents, driving incidents to resolution through collaboration with internal and external service suppliers
• Contribution of knowledge, expertise and insight to the building and maturing of the operational incident management team
• Collaboration with business teams to identify and implement mitigation measures to minimise the impact of incidents on customers and internal users
• Escalation of incidents to accountable internal and external service management points of contact, where necessary and in line with escalation rules
• Monitoring of Service Level Agreements/Key Performance Indicator compliance of services and suppliers, articulating these through ad-hoc and periodic reporting
• Initiating and facilitating discussions with service providers and business teams to identify tasks in resolving incidents
• Contributing to Continual Service Improvement initiatives, targeting improvements in:
  • Customer experience
  • IT Service Management operations
  • Business operations
• Becoming Subject Matter Experts in Services and their operations in delivering services to customers and business teams
• Working closely with other IT Service Management functions to provide insight into the operation of services, including:
  • Change Management in assessing Service changes
  • Service Transition in understanding the impact of services transitioning into operation
• Building relationships with key suppliers and participating in operational reviews
• Taking on additional tasks to meet departmental, project-related or developmental objectives
• Maintaining awareness of key regulatory and licensing requirements

• Experience in helping customers overcome technology issues, through the help of technology teams
• Experience in the gaming and gambling industry, with an understanding of how a mesh of suppliers delivers a single customer experience
• Willingness to work towards ITIL Service Management qualifications
• Knowledge of Rank’s Digital Business
• Customer-focused with a passion and drive for customer satisfaction and delivering business value
• Ability to communicate in a clear, logical and concise manner to all levels, including C-suite
• Comfortable to challenge and being challenged while managing conflict
• Commercial focus and awareness

Personal Qualities

• A powerful advocate of collaboration, inclusion and partnership working, who is both resilient and empowering with a clear sense of purpose
• Demonstrates strategic thinking and planning ability, whilst being tactically responsive to changing needs
• Demonstrates a sense of passion and pride in own work. Positive attitude and adapts well to change; Inspires passion and excitement around shared goals, promoting an environment of achievement
• Excellent verbal and written communication and presentation skills, with a well-structured and analytical approach to reporting
• Ability to build strong relationships with key stakeholders and suppliers and can tailor communications to meet the stakeholder's needs accordingly