Risk and Major Incident Manager

We’re the world’s leading sports technology company, at the intersection between sports, media, and betting. More than 1,700 sports federations, media outlets, betting operators, and consumer platforms across 120 countries rely on our know-how and technology to boost their business.

LOCATION:  Must reside in London, Munich, or Vienna
WORK TYPE: Hybrid remote and onsite

Company Description

We’re the world’s leading sports technology company, at the intersection between sports, media, and betting. More than 1,700 sports federations, media outlets, betting operators, and consumer platforms across 120 countries rely on our know-how and technology to boost their business.

Job Description

The role of the Risk and Major Incident Manager is to protect the organisation and ensure continuity of service for our clients through: 

• Effective management of major incidents and crises when they arise 
• Partnering with risk owners to ensure proactive identification and management of risks 

This role sits within the wider Enterprise Risk Management Unit and includes participating in the on-call schedule as incident responder. The role requires strong multitasking ability, highly developed communication skills, an ability to navigate through uncertainty, and the skill to take command and control of a situation with various levels of management, including with senior leaders.  

 Incident and Crisis Management responsibilities:

• Lead on the management and resolution of Incidents and Crises: 
  • Be the central point of contact during critical situations, to ensure swift and effective response, addressing people safety issues, minimizing service downtime, and restoring normal operations in alignment with predefined service level agreements (SLAs). 
  • Coordinate cross-functional teams, including technical experts and support functions, to investigate, diagnose, and resolve major incidents efficiently, ensuring regulatory requirements are met. 
  • Manage external perceptions, and coordinate crisis communication activities internally to senior stakeholders and externally to our clients.
• Own and shape the Major Incident and Crisis Management Frameworks
  • Thought leadership in the maturity and evolution of the Major Incident Management and Crisis Management frameworks. 
  • Partner with key stakeholders outside of your unit to plan for and deliver a coherent and effective approach to managing major incidents and crises. 
  • Develop, facilitate, participate, and support Major Incident and Crises Management Exercises and Testing across the organisation. 
• Generate insights from Major Incidents and Crises to drive reduction in number of incidents and improve service reliability though Root Cause Analysis, post-incident reviews and incident reporting

Risk Management responsibilities:

Under the leadership of the ERM Director, and with a focus on operational risks, participate in the design and implementation of Enterprise Risk Management processes across Sportradar. 

• Support all elements of the risk management process as required: 
  • Conduct regular risk identification, assessment and evaluation with management across the various business units;
  • Work with Risk Owners to define risk appetite and ensure ongoing monitoring of Sportradar’s adherence to set appetite;
  • Work with the business to define controls and action plans required to effectively manage the risks identified;
  • Deliver on specific risk related projects in response to business needs. 
  • Support the implementation and drive adoption of an industry leading GRC Tool across the Company (AuditBoard).

• Work with other 2nd line assurance functions, including Business Continuity and Physical security, to drive improved end-to-end resilience for the organisation.

Required Skills/Abilities and Knowledge 

• Hands-on crisis and incident management experience.
• 3+ years experience in Incident Management and Enterprise Risk Management.
• Experience working effectively in a highly dynamic and complex environment.
• Sound understanding of the organisation and challenges of a digital business, technical expertise not required but sound understanding of technologies used in a digital business a plus.
• Strong command of the English language, verbal and written. 
• Ability to be on call and work traditional and non-traditional work hours as determined by an event or circumstances. 
• Strong problem-solving skills (e.g., ability to structure ambiguous problems and mobilize diverse teams to solve them; ability to lead the team to define the root cause of issues).
• Ability to move people to act (e.g., convening, structuring, owning the agenda and facilitating meetings and workshops to lead groups to agreement and commitment to execute).
• Major Incident Management tool experience, preferably with ServiceNow
• Familiarity with incident management metrics such as MTTR/MTTD, root cause analysis
• Professional experience with ITSM/ITIL best practices, certification is a plus.

At Sportradar, we celebrate our diverse group of hardworking employees. Sportradar is committed to ensuring equal access to its programs, facilities, and employment opportunities. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We encourage you to apply even if you only meet most of the requirements (but not 100% of the listed criteria) – we believe skills evolve over time. If you’re willing to learn and grow with us, we invite you to join our team!