Director of Reliability and Service Operations

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

What’s the position?

We are seeking a dynamic and experienced Director of Reliability and Service Operations to lead our Load Testing, Network Operations Center (NOC), Site Reliability Engineering (SRE), and Release, Service, and Change Management teams. This leadership role is pivotal in ensuring the reliability, scalability, and efficiency of our services, aligning with our commitment to delivering exceptional user experiences.

Key Responsibilities:

• Strategic Leadership: Develop and implement strategies to enhance system reliability, performance, and scalability across all services.
• Team Management: Lead and mentor teams responsible for Load Testing, NOC, SRE, and Release, Service, and Change Management, fostering a culture of excellence and continuous improvement.
• Load Testing Oversight: Ensure rigorous load testing protocols are in place to validate system performance under various conditions, identifying and mitigating potential bottlenecks.
• NOC Supervision: Oversee the NOC to ensure 24/7 monitoring of systems, prompt incident detection, and efficient resolution processes.
• Site Reliability Engineering: Drive SRE initiatives to automate operations, enhance system reliability, and implement best practices in monitoring and alerting.
• Release and Change Management: Manage the release process, ensuring seamless deployments and adherence to change management protocols to minimize service disruptions.
• Service Management: Oversee IT service management processes, ensuring alignment with industry standards and continuous service improvement.
• Stakeholder Collaboration: Collaborate with cross-functional teams, including Product Development, IT, and Customer Support, to align operational strategies with business objectives.
• Risk Management: Identify potential risks to system reliability and develop mitigation strategies to ensure service continuity.

What are we looking for?

We are looking for a results-driven leader with a strong technical and operational background in reliability engineering and service management. The ideal candidate has experience overseeing Load Testing, NOC, SRE, and Change and Release Management, ensuring seamless service delivery and operational excellence. They should be a strategic thinker who can balance innovation with stability, fostering a culture of continuous improvement and collaboration. Strong leadership, problem-solving, and stakeholder management skills are essential, along with the ability to drive automation, optimize processes, and enhance system resilience in a fast-paced environment.

• Bachelor’s degree in Computer Science, Information Technology, or a related field; Master’s degree preferred.
• Minimum of 10 years of experience in IT operations, with at least 5 years in a leadership role overseeing similar functions.
• Proven experience in managing Load Testing, NOC, SRE, and Release, Service, and Change Management teams.
• Strong understanding of IT service management frameworks (e.g., ITIL) and site reliability engineering principles.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits
• Flexible vacation allowance
• Flexible work from home or office hours
• Startup culture backed by a secure, global brand
• Opportunity to build products enjoyed by millions as part of a passionate team

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer)