Copy of Senior Manager of End Used Experience

Who are we?

Tripledot Studios is one of the largest independent mobile games companies in the world.

We are a multi-award-winning organisation, with a global 2,500+ strong team across 12 studios.

Our expanded portfolio includes some of the biggest titles in mobile gaming, collectively reaching top chart positions around the world and engaging over 25 million daily active users.

Tripledot’s guiding principle is that when people love what they do, what they do will be loved by others.

We’re building a company we’re proud of. One filled with driven, incredibly smart and detail-orientated people, who LOVE making games.

Our ambition is to be the most successful games company in the world, and we’re just getting started.

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. You’ll merge decentralized studio IT into a high-performance "Follow-the-Sun" model that supports America, APAC, and beyond.
• 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.
• 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 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
• 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.
• Daily Free Lunch: when in the office you get £12 every day to order from JustEat. 
• 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.
• Family Forming Support: Receive vital support on your family forming/ fertility journey with our support program [subject to policy]
• Life Assurance & Group Income Cover: Financial protection for you and your loved ones.
• Continuous Professional Development: Propel your career with continuous opportunities for professional development.
• Private Medical Cover & Health Cash Plan: Opt-in (P11d benefit) comprehensive private medical cover with Bupa and cash plan with Medicash.
• Dental Cover: Opt-in (P11d benefit). 
• Cycle to Work Scheme: Salary sacrifice bike purchase scheme.
• Pension Plan: Qualifying earnings or opt-in 4% contributory match schemes offered