Job Description

DescriptionPosition at LeoVegas GroupABOUT THE ROLEThe Head of Systems leads the end-to-end strategy, delivery, and optimisation of all Customer Support systems across LeoVegas Group. This role is responsible for scaling our AI and automation capabilities, strengthening system reliability, and ensuring our technology foundations enable world-class support across all markets and brands.You will drive the roadmap for Operations and automation initiatives and cross-functional integrations, ensuring every tool contributes to faster resolutions, reduced risk, and an exceptional customer journey.YOU WILL BE RESPONSIBLE FOR:

• Lead the Global Support Systems Strategy
• Define and deliver the long-term systems roadmap across various channels and automation tools.
• Champion a “compliance-by-design” architecture, ensuring systems support regulatory needs across all licences.
• Embed a single source of truth for CS tooling, reducing fragmentation and technical
• Complications.
• Drive Chatbot, GenAI & Automation Excellence
• Own the design, development, and optimisation of all AI-powered solutions (Ada, Nala,
• CoPilot features, workflow automations).
• Ensure automation drives deflection, improves first-line resolution, and reduces manual
• workloads.
• Oversee conversational design and model training, ensuring local-market accuracy and
• regulatory safety.
• Deliver Reliable, Scalable Support Infrastructure
• Oversee all platform administration for Zendesk, phone systems, BOT frameworks, and
• CS integrations.
• Guarantee system stability, uptime, and performance - particularly during peak
• sportsbook periods and high-bonus markets.
• Implement robust controls, documentation, and monitoring to support scalability and
• Compliance.

Lead Incident & Risk Management

• Act as the senior escalation point for system outages, workflow defects, or AI model
• issues.
• Manage cross-functional incident response with Product, Tech, and external suppliers.
• Ensure post-mortems lead to improved resilience, early-warning detection, and better
• Governance.

Partner Across the Business

• Work closely with Customer Support, AML, RG, RFP, Payments, Fraud, Compliance,
• and Product/Tech to ensure systems enable safe, fast, and fully compliant operations.
• Collaborate with VoC and Insights teams to use customer data to inform prioritisation
• and roadmap decisions.
• Engage with external vendors to drive value from existing tools and evaluate new
• Opportunities.

Use Data to Prioritise and Improve

• Define and own system KPIs: uptime, latency, contact deflection, BOT containment,
• resolution speed, and automation impact.
• Partner with Data & Analytics to surface trends and translate insights into roadmap
• actions.
• Ensure systems and AI outcomes are measured, transparent, and contribute to
• business-wide OKRs.

Lead & Develop a High-Performing Team

• Manage the Chatbot, Automation, and Zendesk administration teams, ensuring clear
• priorities and a strong execution pace.
• Build a culture of technical excellence, curiosity, and innovation.
• Ensure the team has the right skills, documentation, and succession planning in place to
• support future scale.

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:ESSENTIAL SKILLS

• Proven experience leading support systems, automation, or AI tooling in a complex,
• multi-market environment.
• Strong understanding of Customer Support operations and the full customer journey.
• Hands-on experience with Zendesk, chatbots (Ada, Intercom, or similar), and workflow
• automation tools.
• Solid technical grounding: APIs, data flows, system integrations.
• Demonstrated ability to manage incidents, risks, and cross-functional stakeholder
• groups.
• Strong analytical skills with the ability to translate insights into clear priorities.

NICE TO HAVES

• iGaming, sportsbook, or similarly regulated industry experience.
• Experience scaling GenAI products or automation in high-volume environments.
• Background in leading technical or system administration teams.

WHO WE AREAt the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We're a team of over 2000 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 19 offices worldwide.BENEFITS

• Hybrid work policy
• 4 weeks of Workation (T&C apply)
• Well-being allowance to support your active lifestyle
• Private health insurance
• Discounts across a range of retailers, gyms, bars & restaurants
• We offer an employee assistance program that can provide help and guidance during challenging moments.
• For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.

JOIN US!In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don't wait for things to happen; we pounce and make it happen!Would you be a good fit for the Leo Pride - give us a roar!**As our company working language is English, we'd like to see your CV in English, please**

LeoVegas

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