Head of Service Management

About Us

Our mission is to dominate the betting and gaming industry on a global scale and we need the very best Tech talent to help us achieve this.

We recently migrated all of our customers onto our very own proprietary platform - so its an exciting time to join us. With the help of our new platform were able to pioneer new products and drive more advanced creative technologies. The result Unrivalled experiences for millions of customers worldwide.

Betfreds Technology department is driven by innovation and youll be at the heart of unlocking our new platforms potential. So if you want to help shape the future of betting and gaming then its to time to join us.

Job Purpose

The Head of Service Management is responsible for leading the strategic direction development and delivery of IT service management (ITSM) capabilities and tooling across the organisation. This role ensures that IT services are aligned with business needs are delivered efficiently and continuously improved to meet evolving expectations for incident and problem management change control and service performance.

Job Duties

• Strategic Leadership

  • Define and implement the IT Service Management strategy aligned with business goals.

  • Champion a service-oriented culture across the technology function.

  • Lead the development and maturity of ITIL-based processes and practices evolving practices to suit agile product led delivery.

  • Accountable for the implementation of a new ITSM tool taking into consideration product and platform ways of working.

  • Working closely with SRE implement a comprehensive monitoring operating model aligned with business objectives and technology strategy including monitoring tools and platforms.

• Service Operations

  • Oversee the end-to-end delivery of IT services ensuring high availability performance and user satisfaction.

  • Working closely with the Head of Digital Operations own the service/product catalogue and ensure services are clearly defined measured and reported.

  • Lead the Major Incident Management process and ensure timely resolution and communication.

  • Lead the Problem Management process and drive ownership and accountability to fix known issues across the Technology Organisation.

  • Lead the change management process review and develop agile change management practices.

• Governance & Continuous Improvement

  • Establish and monitor KPIs SLAs and OLAs to ensure service quality and compliance.

Knowledge Skills and Experience

Essential:

• Proven experience in a senior IT service management role ideally within a complex or regulated environment.

Experience with ITSM platforms (e.g. ServiceNow Jira Service Management) and observability tools (e.g. Grafana Splunk Prometheus)

• Strong knowledge of ITIL framework (v4 preferred) and service management tools (e.g. ServiceNow Halo BMC).

• Demonstrated ability to lead cross-functional teams and manage third-party suppliers.

• Excellent communication negotiation and stakeholder management skills.

• Experience in driving service transformation and continuous improvement.

Whats in it for you

We offer a variety of competitive benefits some of which vary depending on the role youre recruited to. Some of what you can expect in this role includes:

• A competitive rate of pay and pension contribution (75000 -85000)

• Generous discretionary bonus schemes incentives and competitions

• An annual leave entitlement that increases with length of service

• Access to an online GP 24/7 365 days a year for you and your immediate family.

• Employee wellbeing support through our Employee Assistance Programme

• Enhanced Maternity & Paternity Pay

• Long Service Recognition

• Access to a pay day savings scheme financial coach and up to 40% of your earned wage ahead of payday through Wagestream.

For More information visit our requirements