Head of IT Service Transformation

Location –Dublin/Leeds
Hybrid

Permanent

About the Role

The Head of IT Service Transformation is responsible for leading the strategic redesign and optimisation of technology service delivery across Flutter Functions and globally as required. This role will champion innovative approaches, AI adoption, drive operational efficiencies, and ensure that our technology services consistently meet the evolving needs of our global customers and stakeholders. The role will lead a niche team of project managers to deliver the service transformation.

What you’ll do

• Develop and implement a comprehensive service transformation technology strategy aligned with Flutter Tech goals.

• Lead a team to identify areas for technology service improvement and implement change initiatives both for Functions and globally.

• Implement programme of works for Technology Operations for Funcations and globally (as required) focused on automation of process, AI adoption,  digital enablement, and customer experience enhancement.

• How we generate and apply important insights in all that we do in Technology Operations including service delivery models, gather feedback, and benchmark guidelines to inform transformation efforts.

• Engage collaborators at all levels up to and including Executive level to ensure on board and successful adoption of new technology service models.

• Monitor key performance indicators, XLAs and report on progress against transformation objectives.

• Lead Strategic Change and Drive Service Excellence

• Work globally across all Brands and Divisions to identify standard process and share key takeaways

• Lead governance and reporting with senior leadership and C‑suite stakeholders

What you’ll need:

Competencies:

• Big Problem solver: Constantly explores and analyses future scenarios and possibilities to help Flutter respond to change and shape the future; drives self and others to pursue opportunities that will create sustainable value for Flutter; contributes to the functional and the Flutter strategy, mapping and aligning efforts to strategic imperatives.

• Effective Communicator: Provides clarity on business goals; is effective in all types of communication; adjusts communication style to fit the audience; consistently communicates the mission, vision and values to inspire, energise and motivate others throughout Flutter; ensures others understand how their efforts positively impact the bigger picture; creates an environment that encourages effective communication and the sharing of diverse perspectives.

• Commercially Savvy: Makes it their business to be aware and anticipate emerging external factors and changing market dynamics; constantly explores and analyses future scenarios and possibilities to help Flutter respond to change and shape the future; has deep understanding of business drivers and the industry to guide decisions and lead others.

• Customer Focused: Builds and maintains strong relationships with stakeholders; champions the needs of customers and the importance of exceeding expectations; builds and delivers solutions that exceed customer expectations; prioritises customer satisfaction and builds commitment in others to provide outstanding service.

• Nimble: Is energised by new and unfamiliar situations and quickly adapts; advocates active experimentation and encourages others to be agile in their approach; is adaptable and flexible when developing others encouraging them to learn quickly when faced with new situations and be open to new ideas and ways of working; proactively shares lessons learned.

• Wins Together: Gains trust and support of others, generous with time, advice and knowledge; is able to establish and engage networks to get stuff done rather than depend on authority; seeks out opportunities to break down barriers and collaborate and partner across organisational boundaries.

• Resilient: Creates a climate where people are curious, resilient, determined, learn and adapt; handles and manages crises effectively; anticipates and shows the way forward during setbacks; builds energy in others to stick with it/ to stay on track / push through.

Skills:

• Significant experience in leading large global technology service transformation with an emphasis on AI and automation.

• Demonstrated track record of leading successful Technology service management transformation initiatives in a complex environment.

• Demonstrable experience of successfully enabling continuous improvement particularly using AI, creating effective long-term strategies and successfully implementing them.

• Strong financial acumen with experience in managing large budgets

• Proven ability to build strong relationships with key stakeholders at senior levels up to C-Suite throughout a global organisation

• Structured thinking and a clear ability to effectively shape senior stakeholder’s decision making

• Excellent communication, culturally aware and with strong interpersonal skills.

• Demonstrated ability to be objective, analytical and impartial with the ability to work to exacting timelines

• People leader who coaches and mentor team members, providing opportunities for each to learn and grow.

What’s in it for you
We are a flexible employer; whether you have personal commitments or a hobby that brings you joy, we want you to bring your best self to work and feel empowered to do so. We also like to share our success; after all you make it happen. We have an excellent benefits package that can be personalised to you:

• Bonus scheme

• Uncapped holiday allowance

• Enhanced pension scheme

• Private healthcare

• Life assurance

• Income protection

• £1,000 annual self-development learning fund

• Invest via the Flutters Sharesave Scheme

• Enhanced parental leave

About Flutter

We are a world leader in online sports betting and iGaming, with a market leading position in the US and across the world.

We have an unparalleled portfolio of the most innovative, diverse and distinctive brands including FanDuel, Sky Betting & Gaming, Sportsbet, PokerStars, Paddy Power, Sisal, tombola, Betfair, MaxBet, Junglee Games and Adjarabet.

With our global scale and challenger attitude, through which we excite and entertain our customers, in a safe and sustainable way. Using our collective power, the Flutter Edge, we aim to disrupt the sector, learning from the past to create a better future for our customers, colleagues and communities.

We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.

If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.