Service Operations Specialist

Sportsbet; City of Melbourne; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

25 days annual leave

Hybrid working policy

Industry-leading parental leave program

Weekly concierge service

End-of-trip facilities

Discounted health insurance

Job summary

Sportsbet is seeking a Service Operations Specialist to join our Technology team in Melbourne. This role involves incident management to ensure platform stability and seamless customer experience. The Specialist will lead major incidents, coordinate communication across teams, and enhance monitoring capabilities.

The ideal candidate thrives in fast-paced settings, has strong stakeholder management skills, and experience with Cloud platforms and monitoring tools. Sportsbet offers a hybrid working policy and various employee perks including an industry-leading parental leave program.

Qualifications

• Proven experience in incident management or operations roles.
• Strong experience managing major incidents in complex environments.
• Exposure to Cloud platforms, ideally AWS.

Responsibilities

• Own incident triage through to resolution across multiple systems.
• Lead and coordinate major incidents across technical teams.
• Monitor system performance and core customer journeys.

Skills

Incident management

Communication skills

Stakeholder management

Cloud platforms (AWS)

Automation/scripting (Python, Bash, PowerShell)

Monitoring tools (CloudWatch, New Relic)

Job description

About Us

At Sportsbet, we’re united behind our purpose to Bring Excitement to Life for over 2.4 million customers. We do this by delivering fun, challenging the status quo, and living our values. As part of the global Flutter Group, we’re a major player internationally–but in Melbourne, Sydney and Darwin, we’re a tight‑knit team of 1,300+ teammates (with over half in Tech & Data Science). 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.

We are one of the top workplaces for Women through WORK180. WORK180 is a leading platform that independently assesses employers on policies, benefits and practices that support women and underrepresented groups at work. We remain committed to making Sportsbet the best place to work and encourage you to explore our employer profile on the WORK180 website to learn more about what we offer.

About The Role

We’re on the lookout for a Service Operations Specialist to join our Technology team here at Sportsbet. This is a hands‑on role where you’ll take the lead on incident management across our tech stack. You’ll play a key role in keeping our platforms stable, our systems performing, and our customers having a seamless experience.

Working closely with DevOps, Cloud, Platform and business teams, you’ll coordinate incidents end to end, communicate clearly with stakeholders, and drive improvements across monitoring, automation, and service performance.

This is a full‑time, Melbourne‑based role with on‑call responsibilities on a rotating roster, supported by additional allowances.

Responsibilities include:

• Own incident triage through to resolution across multiple systems
• Lead and coordinate major incidents across technical teams
• Communicate clearly with stakeholders during incidents
• Monitor system performance and core customer journeys
• Improve monitoring, alerting and observability capabilities
• Support change, deployment and problem management processes

About You

While we are big on development and offer on the job training, we want to set you up for success. You thrive in fast‑paced environments and stay calm under pressure. You enjoy being at the centre of action during incidents and take pride in driving outcomes quickly and effectively.

You bring strong communication and stakeholder management skills, with the confidence to coordinate multiple teams and keep everyone aligned. You’re proactive, solutions focused, and always looking for ways to improve through better processes, monitoring, or automation.

What You Will Bring:

• Proven experience in incident management or operations roles
• Strong experience managing major incidents in complex environments
• Exposure to Cloud platforms, ideally AWS
• Experience with monitoring and observability tools such as CloudWatch or New Relic
• Automation or scripting experience in Python, Bash or PowerShell
• Understanding of ITIL and DevOps practices

The Perks

• 25 days annual leave (and an extra week)
• Hybrid working policy (Monday and Friday from home) and a $1,050 home office allowance for new starters
• Industry‑leading Parental Leave support program with 26 weeks paid leave for Primary Carers and no wait time. Progressive return to work benefit for first 6 months back: 3 days in and 4 days paid; 4 days in and 5 days paid
• Hack Days – where your creativity and collaborative ideas lead to exciting new ideas and projects for our customers
• Access to outstanding career development programs, including expert‑led internal training and external learning opportunities (staff allowance for personal development)
• Weekly concierge service including free massages and nail appointments – all onsite in our Melbourne office
• Free breakfast, daily fresh fruit and weekly rotating socials, from Thursday office drinks to fun team events
• End‑of-trip facilities with onsite table tennis and pool tables
• Discounted health insurance and free flu jabs yearly

Our Focus on Diversity, Equity & Inclusion

We don’t just support diversity – we celebrate it! This is a workplace where you can thrive and feel safe to bring your whole authentic self to work.

What’s the Green Tick Feeling?

It’s the feeling you get when you succeed, no matter what success looks like to you. 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. 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.

If you think you’d be a great fit but don’t necessarily meet everything in the job description, please still get in touch.