Technical Operations Officer

At Champion Data, our dedicated team are united by sport and driven by data. We strive to revolutionise and transform sport data globally by leveraging our cutting‑edge technology and expert team, ensuring we deliver the best possible outcomes for our partners and clients.

Champion Data has an exciting opportunity for an experienced and dedicated Technical Operations Officer to join our team!

The Technical Operations Officer is responsible for leading and managing the global support function, ensuring consistent, high‑quality service delivery in line with all client contractual obligations and service level agreements.

The role plays a critical part in optimising the systems, platforms, and tooling used by the support team to drive operational efficiency, data integrity, and comprehensive reporting for both internal leadership and external stakeholders.

The Technical Operations Officer will take ownership of incident management communications, providing clear, timely, and professional updates to clients and internal teams during service disruptions, while driving post‑incident reviews and ongoing service improvement initiatives.

A key aspect of the role is maintaining strong, collaborative relationships with clients and their partners, acting as a trusted point of contact and escalation to ensure service expectations are consistently met or exceeded.

In addition, the role contributes to the broader Technical Services function by supporting internal staff across onboarding, system access management, troubleshooting, and software licensing. This includes ensuring staff are equipped with the tools, permissions, and technical support required to perform their roles effectively, while maintaining compliance with internal security and operational standards.

• Develop a comprehensive understanding of Champion Data products and the critical functions performed by the global support team
• Lead and manage a 24/7 global support operation, ensuring high performance and service continuity
• Collaborate with Growth, Commercial, Broadcast, Competitions and Technology teams to align staffing levels with operational requirements and budgets
• Oversee recruitment, onboarding, and training of global support personnel, ensuring adherence to Champion Data processes and quality standards
• Build and maintain strong relationships with key internal and external stakeholders
• Contribute to the strategic direction of global support services, including scaling operations to support new business initiatives
• Monitor SLAs/KPIs (response time, resolution time, ticket backlog etc) and drive corrective action when targets are missed, and deliver regular service performance reporting aligned with these client Service Level Agreements (SLAs)
• Act as an escalation point for internal and external support issues within the region, providing technical support where required
• Drive continuous improvement in ticket management systems and reporting processes
• Develop and maintain accurate technical and operational documentation
• Support global team development and client relationship management through travel as required

• Proven leadership experience managing a 24/7 global support function, driving team performance, workforce planning, and continuous improvement to ensure reliable, high‑quality service delivery across all regions
• Proven experience in technical support environments, with a strong track record of contributing to and delivering strategic initiatives
• Excellent written and verbal communication skills, with the ability to engage and collaborate effectively with stakeholders at all levels, both internal and external
• Demonstrated experience in client management, with a strong focus on meeting client needs and ensuring delivery against contractual obligations
• Experience leading the development, implementation, and ongoing management of Service Level Agreements (SLAs), including performance reporting
• Highly developed time management and prioritisation skills, with the ability to perform under pressure while maintaining exceptional attention to detail
• Confident and adaptable communicator, capable of engaging,…