Service Lifecycle Manager

Service Lifecycle Manager

Niche / Service Lifecycle Manager

Role: Service Lifecycle Manager

Location: Bulgaria / North Macedonia

Overview of the role:

As a Service Lifecycle Manager, you will be part of a central CEE team aligned to one or more of our Verticals. You will be responsible for supporting the Service Lifecycle Management team with key areas of Incident, Problem, Supplier and Service Reporting under your remit. Working in partnership with teams across the CEE brands (Singular, Adjarabet and Maxbet), you will ensure Service KPI’s are managed and reported to senior Stakeholders.

What you'll do:

• Lead on incident, request fulfilment and problem governance and implementation for our services
• Work closely with CEE tribes and squads, to ensure smooth service transition for the introduction of new products and services via AiS and any other means necessary
• Identify and build strong long-term internal relationships and comprehensive stakeholder management across the CEE verticals
• Create and lead on Post Incident Reviews, ensuring that root cause is identified for all major incidents and any relevant lessons learned actions are completed
• Work across tribes and business units to drive stability and service excellence
• Hold responsibility for reporting and insight on service availability and other key metrics
• Proactively trend incidents to drive improvements and problem management to reduce incident recurrence and mean time to recovery (MTTR)
• Have end to end ownership of the Business to Technical service mapping within the CMDB
• Be responsible for managing third party relations with suppliers, taking ownership of the service aspects of these relationships and driving continuous improvement
• Support the team in evolving our service strategy and setting the focus
• Aid in evolving and maturing the Service Management processes used across CEE to drive consistency and improvements
• Produce reports as required to track service performance and availability including weekly and monthly reports
• Line management of team members as required

What you'll bring:
 

• Previous experience in a Service Management role would be an advantage
• Knowledge of Service Management tools would be an advantage
• Strong verbal and written communications skills at all organisational levels
• Strong influencing and relationship building skills with stakeholders across the business and external suppliers
• The ability to remove barriers and address areas of contention with the right behaviours
  
  Why choose us:
   
• Aside from a generous base salary, we have a fantastic benefits & rewards program that is designed to encourage personal and career development.

• Discretionary annual performance bonus

• 30 days annual leave

• Health and Dental Insurance for you, your partner and your children (if you are all registered at the same address)

• Personal life insurance and disability coverage

• A personal interest allowance to let you learn something new or pursue a hobby

• External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career

• Looking to extend your family? You will receive a cash gift of 1,000 BGN for your new addition whilst working for us

• A sports’ card membership valid across the country

• Food vouchers
  
  
  Equal opportunities:
  At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.
  We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at talent@flutterint.com. Your journey with us is focused on ensuring you have what you need to be your best self.
  Learn more about the works we are doing on Inclusion and Belonging here: https://careers.flutterinternational.com/working-at-flutter-international/diversity-equity-inclusion
  
  The group:
  Singular is a proud member of the Flutter Entertainment family, a worldwide leader in sports betting, gaming, and entertainment. We're not just another company; we're part of the FTSE 100 index on the London Stock Exchange and listed on the New York Stock Exchange (NYSE). What sets us apart is our exceptional blend of brands, top-notch products, and a global presence that spans across 40 countries. What truly defines us is our commitment to ensuring that the thrill of gaming and entertainment is experienced in a responsible and sustainable way. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide