Job Description

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 owning key vendor relationships and building out 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 work cross-functionally to embed automation and efficiency through system strategies.

What you will be doing

Own the strategy, performance, and vendor relationships for platforms like Zendesk, LivePerson, and Callminer. Develop and deliver system roadmaps aligned to market and Customer Operations priorities. Drive automation and efficiency through smart use of systems and process improvements. Track and report on the success of system enhancements using clear performance measures. Lead a high-performing team of Systems Analysts. Collaborate with vendors, finance, procurement, IT, product, and tech to align goals and execution. Oversee contract management, license forecasting, and supplier negotiations. 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 to this post, you will:

Proven experience leading operational systems with a strategic, outcome-focused approach. Strong leadership, stakeholder management, and cross-functional collaboration skills. Demonstrated ability to embed automation and deliver measurable operational improvements. 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 built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up! Employees living in Spain and working in Gibraltar are required to work from the office 80% of the time.
Holiday entitlement: Your 25 days holiday is topped up by 12 bank holidays.
Family Support: Industry-leading maternity and paternity leave and paid time off if you have 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: We prioritise your health and well-being, offering comprehensive healthcare benefits.
Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts and our cycle to work scheme.

More about evoke

We're a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn't be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That's the future. That's evoke.
At evoke, you'll benefit from flexibility and a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that's right for you.

Apply

At evoke, 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.
Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

Apply today to kickstart your application with the evoke Family!

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