Service Manager (12-months Fixed-Term Contract)
The Service Manager performs a vital role within Core Products and Experiences (CPE) by taking the lead on complex technical issues and guiding teams towards operational excellence and service maturity. The role involves working with colleagues across the business and a cohort of other Service Managers to manage critical operational issues and pursue resolutions.
This position requires the individual to embody the principles of service management for CPE, playing a critical role in managing changes, capacity, risks, and post-incident reviews. The Service Manager helps define and deliver operational initiatives that improve processes, bolster stability, and add value to FanDuel. Additionally, the role provides the opportunity to leverage Artificial Intelligence tooling to streamline and accelerate work items and processes for the wider team.
- Take command of operationally critical issues.
- Make difficult operational decisions for the best interests of CPE.
- Lead on CPE’s Service Strategy.
- Manage critical changes and scheduling of planned works.
- Own relationships with internal engineering teams.
- Build and improve on service management processes.
- Manage technical risks within CPE.
- Be responsible for the Post Incident Review (PIR) process and actions.
- Drive Acceptance Into Service (AIS) to ensure the seamless delivery of new services.
- Strong grasp of ITIL principles (required)
- Understanding of Artificial Intelligence tooling (required)
- Multiple years of experience within a Service Management function (required)
- Ability to understand complex technical situations, learning and adapting on the fly (required)
- Contribute towards and present service reports to senior stakeholders (required)
- High standard of communication (required)
- Comfortable dealing with senior stakeholders and executives (required)
- Effective at authoring documentation and knowledge sharing (required)
- Strong sense of ownership, urgency, and drive (required)
- Familiarity working in an Agile environment (required)
- Maintain relationships with other disciplines and stakeholders (required)
FanDuel Group is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the North America, FanDuel Group consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media, including FanDuel, Stardust Casino and TVG. 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 company’s affiliates have offices worldwide, including in Ireland, Portugal, Romania, and Australia. FanDuel Group is a subsidiary of Flutter Entertainment, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).