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Sports & Retail Service Lead
Sportsbook & Retail Service Lead
The Sportsbook & Retail Service Lead will own support for production Sports & Retail services, reporting to the Service Operations Manager. The role involves managing a small team of analysts and leading all incidents related to sports and retail services, including payments. This is a 2nd-line support team, responsible for any production service incidents unless the outage falls into the major incidents bracket, which are managed by our 3rd-line SRE (Site Reliability Engineering) team.
Key Responsibilities
- Ensuring prompt and efficient response to all Sports & Retail incidents
- Owning all Sports & Retail support documentation, including systems and alerting workflows
- Managing relationships with key Sports & Retail stakeholders, including:
- Development teams
- Senior leadership stakeholders
- Operations management
- 3rd-line SRE teams
- Overseeing third-party vendor relations to ensure SLAs (Service Level Agreements) are met
- Collaborating with product and SRE teams to uncover root causes post-major incidents and support skill development
- Facilitating operational handovers for new products, leveraging support from a specialised service transition resource
- Identifying and implementing service improvements, including refinements to technical processes, monitoring, and alerting systems (utilising tools such as AI-powered solutions)
- Meeting on-call expectations, including evenings, weekends, and acting as Major Incident Manager on a rota system
- Regular service reporting to Operations Management and executives on the performance and health of sports & retail services
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Who We Are Looking For
Evoke is committed to responsible gambling, and we also value professionals with a shared dedication to ensuring seamless, safe gaming experiences. To excel in this Sportsbook & Retail Service Lead role, you’ll have:
✅ Proven experience in incident management and resolving infrastructure-related incidents within major environments ✅ A strong understanding of Incident Management processes and tools, such as:
- Jira
- New Relic
- Splunk ✅ Familiarity with core technologies, particularly the AWS platform and networking fundamentals ✅ Analytical pragmatism, demonstrating strong logical problem-solving and prioritisation skills ✅ Experience managing and training technical staff in a complex working environment
What We Offer
Every role at evoke is tailored to reward your contributions while ensuring your well-being and development. Our culture emphasizes adaptability and creativity.
Employee Benefits
🏥 Family Support
- Industry-leading parental leave (maternity, paternity, adoption) and paid caring leave for additional responsibilities.
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💰 Perks & Financial Benefits
- Discounts at high-street retailers
- Pension contributions, competitive salary, and performance-based bonuses
🧘 Health & Wellbeing
- Dedicated support for mental health and financial education
- Gym discounts and cycle-to-work schemes quarterly discounts
🏢 Flexible Workplace
- Hybrid-work model (up to 80% remote with 20% office presence to maintain collaboration and connection)
About Evoke
Evoke represents the new direction for 888 Holdings, succeeded by well-known brands such as William Hill, 888 Sports, and Mr Green. As a progressive company, we're excited to reimagine operational excellence and develop fantastic customer experiences.
At evoke, our culture of trust allows for innovation and growth. We give you: 🔧 The tools you need to protect our customers during play 📈 Investment in your future through training and skill-development programs
If you're ready for a role that promotes diversity, equity, and inclusion, we invite you to apply!
Sound good? Let’s connect.
Application Process
- Initial screening call to assess fit
- Interview stage to review experience, values, and enthusiasm
Apply today to kickstart your journey with the evoke family—a brand ready to inspire net-new innovation in betting and gaming.
Evoke is committed to equal opportunities and fostering a safe, inclusive workplace.
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