Director of Operations at Xsolla

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Video Games, Gaming, TechnologyIndustries

Requirements

7+ years of progressive experience in IT Operations, Service Delivery, or related leadership roles
Deep understanding of ITSM frameworks (ITIL v4, ISO 20000) and proven experience implementing them at scale
Strong background in incident, problem, change, and configuration management processes
Experience leading follow-the-sun or global operations models across multiple regions
Demonstrated success in building and managing high-performing distributed teams
Familiarity with monitoring, alerting, and ITSM tools such as ServiceNow, Jira Service Management

Responsibilities

Develop and implement a comprehensive IT Service Management (ITSM) strategy aligned with business goals
Define and enforce ITSM policies, standards, and KPIs across incident, problem, change, and request management processes
Introduce and maintain a service catalog in collaboration with product and application teams, ensuring clear ownership and visibility of all services
Establish continuous improvement mechanisms, leveraging metrics, SLAs, and post-incident reviews
Design and operationalize a global service operations model spanning Asia, Russia, Central Europe, and the Americas
Build and lead 24x7x365 operational coverage, ensuring follow-the-sun continuity and rapid incident response
Oversee incident and escalation management to minimize downtime and impact to internal and external customers
Partner with engineering and platform teams to create operational playbooks, monitoring frameworks, and proactive alerting systems
Act as a bridge between infrastructure, applications, and business units to ensure holistic service delivery
Partner with the Applications and Platform Engineering teams to integrate ITSM best practices into their delivery lifecycles
Mentor and develop a geographically distributed team of operations managers, service owners, and technical leads
Drive a culture of accountability, transparency, and operational excellence across the organization
Establish war room and major incident management protocols to coordinate rapid cross-functional response during high-severity events
Implement and optimize tools for observability, automation, and service reporting
Foster alignment between ITSM processes and DevOps principles to accelerate issue resolution and reduce mean time to recovery (MTTR)
Measure, analyze, and report on key service metrics to senior leadership, highlighting areas for efficiency and risk reduction

Skills

Key technologies and capabilities for this role

ITSMITILISO 20000Incident ManagementProblem ManagementChange ManagementRequest ManagementService CatalogSLAsKPIsService Operations

Questions & Answers

Common questions about this position

What is the employment type for the Director of Operations role?

This is a full-time position.

Is this Director of Operations role remote or office-based?

This information is not specified in the job description.

What key skills and experience are required for the Director of Operations position?

The role requires a proven track record in establishing ITSM frameworks like ITIL and ISO 20000, experience in IT Service Management strategy, global operations, incident management, and leadership of distributed teams.

What is the company culture like at Xsolla?

Xsolla fosters a culture of accountability, transparency, and operational excellence, with a focus on global collaboration across regions like Asia, Russia, Central Europe, and the Americas.

What makes a strong candidate for the Director of Operations role at Xsolla?

A visionary leader with strong ITSM expertise, experience building global 24x7 operations, and skills in bridging engineering, product, and support teams stands out.

Xsolla

Integrated payment solutions for video games

About Xsolla

Xsolla provides integrated payment solutions and tools specifically designed for video game publishers and developers. Their services include payment processing, fraud detection, and gamified experiences, which help clients monetize their games and engage players effectively. Xsolla operates in over 200 countries, supports more than 130 currencies, and offers services in over 20 languages, making it accessible to a wide range of clients from indie developers to large publishers. Unlike many competitors, Xsolla focuses exclusively on the video game industry, allowing them to tailor their offerings to meet the unique needs of game developers. The company's goal is to enhance the gaming experience for players while providing developers with the tools they need to succeed.

Los Angeles, CaliforniaHeadquarters

2005Year Founded

$73MTotal Funding

DEBT_PPCompany Stage

Fintech, Entertainment, GamingIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Professional Development Budget

Risks

Web3 expansion with Xsolla ZK may face regulatory challenges in strict regions.

MENA market entry with iBLOXX could encounter geopolitical and market barriers.

Technical integration of 'Pay with Points' may struggle with user adoption issues.

Differentiation

Xsolla offers a comprehensive suite of tools for game monetization and distribution.

The company supports over 130 currencies and 20 languages, enhancing global reach.

Xsolla's partnerships with major gaming entities like Valve and Ubisoft boost credibility.

Upsides

Xsolla's launch of Xsolla ZK taps into the growing Web3 gaming market.

The Mastercard partnership introduces innovative payment solutions like 'Pay with Points'.

Collaboration with iBLOXX expands Xsolla's presence in the MENA gaming ecosystem.

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