Service Manager
Service Manager
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$ 103000 - 129000
1 Vacancy
Job Description
THE POSITION
Our roster has an opening with your name on it
As a Service Manager at FanDuel youll be a champion of reliability and performance partnering closely with engineering teams your fellow service managers tech ops and third-party vendors to use data innovation and collaboration to keep our technology stack and critical customer experiences running at their best. Youll contribute to shaping processes implementing best practices and driving initiatives that ensure optimal availability stability and efficiency across all business domains. Youll also play a key role in preparing for major events like the NFL Season Start the Super Bowl and the Triple Crown working alongside our Operational Engineering team to deliver a seamless customer experience when it matters most.
In This Role You Will
- Oversee one or more business units (e.g. Data) ensuring the implementation and continuous improvement of best-in-class processes and service management practices.
- Maintain Operational Readiness and Risk Reviews for new features products and services ensuring robust standards clear runbooks effective support models and proactive risk mitigation.
- Partner closely with engineering product and operations teams to identify service improvements and implement scalable solutions that enhance reliability and performance.
- Establish and monitor key performance indicators and service metrics using data to drive decisions highlight risks and recommend enhancements.
In addition to the specific responsibilities outlined above employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs.
THE GAME PLAN
Everyone on our team has a part to play
- Deliver day-to-day management activities of your assigned service including oversight of tickets coordinating escalations and supporting operational processes.
- Contribute to the development and maintenance of service processes workflows and standards to ensure consistent high-quality support.
- Collaborate cross-functionally with Product Engineering IT Ops and other teams to resolve issues and relay customer feedback.
- Monitor key service metrics (e.g. response times resolution rates customer satisfaction) and use data to recommend improvements.
- Identify potential areas of risk and partner with technical owners to propose backlog items or mitigation measures to maximize service availability.
- Ensure compliance with company policies SLAs and industry best practices.
- Promote a culture of accountability technical curiosity and continuous learning within the team.
THE STATS
What were looking for in our next teammate
Required Qualifications
- Bachelors degree in Computer Science Information Technology Engineering or a related field or equivalent practical experience.
- Hands-on experience delivering technical services or support in a customer-facing environment.
- Strong technical background with the ability to understand and troubleshoot complex issues.
- Excellent communication problem-solving and organizational abilities.
- Ability to manage multiple priorities and thrive in a fast-paced setting.
Preferred Qualifications
- 3 years of experience in technical service/support roles.
- Experience in SaaS and cloud services.
- Familiarity with ITIL or similar service management frameworks.
- Experience with compliance regulatory or other relevant certifications (e.g. SOX).
- Familiarity with AI and automation technologies is a plus; an interest in exploring how AI can enhance operational efficiency is encouraged.
ABOUT FANDUEL
FanDuel Group is the premier mobile gaming company in the United States and Canada. FanDuel Group consists of a portfolio of leading brands across mobile wagering including: Americas #1 Sportsbook FanDuel Sportsbook; its leading iGaming platform FanDuel Casino; the industrys unquestioned leader in horse racing and advance-deposit wagering FanDuel Racing; and its daily fantasy sports product.
In addition FanDuel Group operates FanDuel TV its broadly distributed linear cable television network and FanDuel TV its leading direct-to-consumer OTT platform. FanDuel Group has a presence across all 50 states Canada and Puerto Rico.
The company is based in New York with US offices in Los Angeles Atlanta and Jersey City as well as global offices in Canada and Scotland. The companys affiliates have offices worldwide including in Ireland Portugal Romania and Australia.
FanDuel Group is a subsidiary of Flutter Entertainment the worlds largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).
PLAYER BENEFITS
We treat our team right
We offer amazing benefits above and beyond the basics. We have an array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning mental health support and fitness benefits. We offer generous paid time off (PTO & sick leave) annual bonus and long-term incentive opportunities (based on performance) 401k with up to a 5% match commuter benefits pet insurance and more - check out all our benefits here:FanDuel Total Rewards. *Benefits differ across location role and level.
FanDuel is an equal opportunities employer and we believe as one of our principles states We are One Team!. As such we are committed to equal employment opportunity regardless of race color ethnicity ancestry religion creed sex national origin sexual orientation age citizenship status marital status disability gender identity gender expression veteran status or any other characteristic protected by state local or federal law. We believe FanDuel is strongest and best able to compete if all employees feel valued respected and included.
The applicable salary range for this position is $103000-$129000 USD which is dependent on a variety of factors including relevant experience location business needs and market demand. This role may offer the following benefits: medical vision and dental insurance; life insurance; disability insurance; a 401(k) matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation including but not limited to cash bonuses and stock program participation. This role includes paid personal time off and 14 paid company holidays. FanDuel offers paid sick time in accordance with all applicable state and federal laws.
FanDuel is committed to providing reasonable accommodations for qualified individuals with disabilities. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please email.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
#LI-Hybrid
Required Experience:
Manager
Employment Type
Full Time
