Head of System and Capability

William Hill PLC; United Kingdom; On-site; GBP 140,000 - 210,000; Full time

Benefits offered by this job

Hybrid working

Holiday entitlement: 25 days + 12 bank

Life assurance

Healthcare

Perks and discounts

Employee benefits

Job summary

evoke plc is seeking a Head of Customer Operations System & Capability to shape the strategy for our customer operations technology across service, fraud, verification, compliance and shared services. This senior role leads system roadmaps, drives automation, and partners with suppliers to deliver scalable, world‑class customer experiences.

You will own the strategy, performance and optimisation of critical systems, collaborate cross‑functionally, and coach high‑performing teams to accelerate

Qualifications

• Significant leadership experience within regulated customer operations environments.
• Experience leading cross-functional teams and developing technical talent.
• Expertise in customer operations technology, digital transformation and governance.

Responsibilities

• Developing and delivering the operational systems strategy and roadmap.
• Leading optimisation, integration, and enhancement of systems for efficiency and performance.
• Driving automation initiatives to reduce manual effort and costs.
• Collaborating with stakeholders to align technology investments with outcomes.
• Managing supplier relationships, contracts, licensing, forecasting and renewals.
• Improving customer experience by aligning systems with journeys and requirements.
• Identifying emerging technologies and opportunities to future-proof systems.
• Coaching and developing high‑performing systems teams.

Skills

Leadership

People management

Digital transformation

AI & automation

Vendor management

Contract negotiations

SLA oversight

Data-driven decisions

Tools

Zendesk

LivePerson

Oracle

Salesforce

Featurespace

Job description

Here at evoke plc, as Head of Customer Operations System & Capability, you'll play a mission‑critical role in creating and implementing a strategy for Customer Operations system and capability across Customer Service, Fraud, Verification, Compliance and Shared Services. The role is a senior leadership role pivotal to the ongoing success and transformation of Customer Operations & Customer Experience with the aim to maximise value add through our systems and capabilities. You’ll be responsible for leading the strategy, performance, and optimisation of critical systems and capabilities and must ensure we are utilising our systems and capabilities to the max for automated, efficient and streamlined operations. It will be expected that you own system roadmaps, develop and nurture strategic supplier partnerships, and work cross‑functionally across the business, operations and product and tech for seamless implementation of business objectives. We’re looking for an experienced leader who thrives in fast‑paced, evolving environments, ready to take on a mission to optimise our systems and capability landscape, reduce inefficiencies, and embed automation that delivers tangible improvements across our service delivery and customer journeys. This is a hands‑on role where you’ll collaborate with internal teams and external vendors to define a clear, unified vision for system success. You’ll lead transformation initiatives that ensure our systems not only support our goals but actively accelerate our growth—creating a foundation for world‑class customer experiences at every touchpoint. This is a rare opportunity to make a significant impact in a senior, mission‑critical role.

What you will be doing:

• Developing and delivering the operational systems strategy and roadmap, ensuring alignment with business objectives, customer operations priorities, and future transformation goals
• Leading the optimisation, integration, and continuous enhancement of systems to improve efficiency, productivity, scalability, and operational performance
• Driving automation initiatives that reduce manual effort, streamline processes, lower costs, and enhance service delivery across customer operations
• Collaborating with cross‑functional stakeholders to define success measures, align technology investments, and deliver improvements that support customer and business outcomes
• Managing supplier and vendor relationships, contracts, licensing, forecasting, and renewals to maximise value, performance, and commercial efficiency
• Improving customer experience by ensuring systems, processes, and capabilities support seamless customer journeys and evolving service requirements
• Identifying emerging technologies, industry best practices, and innovation opportunities to future‑proof systems and maintain operational excellence
• Coaching and developing high‑performing systems teams, ensuring engagement, capability growth, delivery excellence, and alignment with strategic priorities.

Who we are looking for:

We are committed to responsible gambling, and we are looking for people who can support our ethos.

What you will have:

• Significant leadership experience within regulated customer operations environments, with a proven track record of managing teams and leveraging enterprise technology platforms such as Zendesk, LivePerson, Oracle, Salesforce and Featurespace to drive operational performance and customer outcomes
• Excellent leadership and people management capability, with experience leading cross‑functional teams, developing technical talent, and driving high‑performance cultures focused on continuous improvement and delivery excellence
• Expertise in customer operations technology, industry trends, and digital transformation, including AI, automation, emerging technologies, and system governance frameworks to ensure secure, compliant, and future‑ready operations
• Commercial and analytical acumen through supplier and contract management, vendor negotiations, SLA oversight, performance reporting, and data‑driven decision‑making to optimise system effectiveness and business outcomes.

What we 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.

EEO Statement:

At evoke, we prioritise 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.