Service Operations Specialist
- 497706
- Melbourne, VIC, Australia
- Full time
About Us
At Sportsbet, we’re all about bringing excitement to life for our 2 million customers. As part of the global Flutter Group, we’re a tight-knit team of 1,300 in Melbourne, Sydney, and Darwin, passionate about challenging the status quo. We’re proud to be recognized as one of LinkedIn’s Top 25 Companies and one of the Top 10 Workplaces for Women.
We’re an inclusive employer who celebrates diversity and is committed to helping you thrive. Whether you’re looking for flexibility, career growth, or a supportive environment, we’re here to help you succeed.
Committed To Responsible Gambling
Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools. We’re proud to be the leaders in responsible gambling in our industry, not just locally, but globally.
About the role
As a Service Operations Analyst at Sportsbet, you’ll help deliver outstanding customer experiences for one of Australia’s most dynamic digital businesses. You’ll be part of the Service Performance – Technology Platforms team, managing major incidents, problems, and changes that affect multiple business units.
You’ll act as a key contact for coordinating timely incident responses, ensuring service governance aligns with business needs, and driving continuous improvement. Your role includes facilitating post-incident reviews, supporting change management, maintaining monitoring and alerting standards, and collaborating closely with technical teams and stakeholders.
If you want to be a vital part of operating scalable, reliable systems and championing seamless customer service, this role is for you.
Responsibilities include:
- Provide responsive 24x7 incident management support services and problem resolution processes.
- Lead coordination and communications for high priority incidents, including after-hours response.
- Facilitate post-incident reviews and champion process improvements.
- Drive root cause analysis and reduce recurrence of major incidents.
- Work with teams to develop and maintain a change management capability that minimizes production risks while ensuring the business units need for speed and flexibility.
- Ensure system monitoring, logging, and alerting meet operational standards.
- Maintain strong relationships with technology teams, vendors, and key stakeholders.
About You
- Bring a strong customer-first attitude and continually strive to improve customer experiences.
- 5+ years experience in Service operations
- Excel at problem solving and thrive under pressure with strong ownership and urgency.
- Communicate clearly and manage stakeholder expectations with attention to detail.
- Possess deep understanding of Service Management, ITIL, DevOps, and best practices.
- Have hands-on experience in incident management, helpdesk/NOC, and application support.
- Are highly motivated, proactive, collaborative, and eager to learn and share knowledge.
- Demonstrate strong technical skills with cloud (AWS preferred), Windows, and monitoring tools.
- Exposure to and familiar with AI, and a curiosity to explore how AI can be incorporated into the day-to-day activities
Why You’ll Love Working Here
-
Internal Women in Technology Community: Be part of a network that champions women in tech and supports professional growth.
-
AWS Training and Membership: Access to training and resources to deepen your AWS expertise and keep up with the latest cloud technologies.
-
Annual Tech Conferences: Attend industry-leading tech conferences and events to stay at the forefront of innovation.
-
Hack Days: Participate in our hack days, where creativity and collaboration lead to exciting new ideas and projects.
-
25 days annual leave (plus flexible working options)
-
$1050 work-from-home allowance
-
Career development programs and learning opportunities
-
Onsite concierge services, free meals, and social events
-
Generous parental leave and return-to-work benefits
What’s the Green Tick Feeling?
Well, it’s different for everyone, yet unites us all. It’s the feeling you get when you succeed, no matter what success looks like to you. It could be developing your career, it could be working on an industry leading project, or it could be making it to school pick up in time. It's all the little and big things that make you feel like you’re thriving when working at Sportsbet.
We’re an inclusive employer who welcomes you for who you are, as you are – so, if you require adjustments to the recruitment process, please let us know in your application. We also know flex means different things to different people, so let us know how we can support you to be your best.
We review applications quickly, so apply soon! Check out our Life@Sportsbet Instagram, LinkedIn, and careers website for more about our inclusive culture.
Ready for your Green Tick Feeling? Apply now.
