Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead IT service management strategy and ensure top-notch service delivery.
- Company: Join a pioneering betting and gaming company with a focus on innovation.
- Benefits: Competitive salary, bonuses, flexible leave, and 24/7 online GP access.
- Why this job: Shape the future of gaming technology and enhance customer experiences globally.
- Qualifications: Proven senior IT service management experience and strong ITIL knowledge required.
- Other info: Dynamic role with opportunities for personal growth and team leadership.
The predicted salary is between 75000 - 85000 £ per year.
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 it's an exciting time to join us. With the help of our new platform, we're able to pioneer new products and drive more advanced, creative technologies. The result? Unrivalled experiences for millions of customers worldwide. Betfred's Technology department is driven by innovation, and you'll be at the heart of unlocking our new platform's potential. So, if you want to help shape the future of betting and gaming, then it's 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.
- Drive continual service improvement initiatives based on data, feedback, and root cause analysis.
- Ensure robust change, release, and configuration management practices are in place aligned with our product operating model.
- Stakeholder Engagement
- Act as the primary point of contact for senior stakeholders regarding service performance and escalations.
- Collaborate with business units, project teams, and third-party vendors to ensure seamless service integration.
- Team Leadership
- Lead, mentor, and develop a high-performing service management team.
- Foster a culture of accountability, innovation, and customer focus.
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.
Qualifications:
- ITIL certification (v4 Managing Professional or Strategic Leader).
- Experience with Agile and DevOps environments.
- Familiarity with ISO/IEC 20000 or other service quality standards.
What’s in it for you?
We offer a variety of competitive benefits, some of which vary depending on the role you’re recruited to. Some of what you can expect in this role includes:
- A competitive rate of pay and pension contribution (£75,000 - £85,000).
- 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.
Head of Service Management in Manchester employer: Betfred
Contact Detail:
Betfred Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Management in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially how they align with your experience in IT service management. This will help you stand out as a candidate who truly gets what they're about.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing your leadership and problem-solving skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Head of Service Management in Manchester
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the betting and gaming industry shine through. We want to see that you’re excited about the role and how you can contribute to our mission of dominating the market.
Tailor Your CV: Make sure your CV is tailored to highlight your experience in IT service management and any relevant tools you've used. We love seeing how your background aligns with our needs, so don’t hold back on showcasing your skills!
Be Clear and Concise: Keep your application clear and to the point. We appreciate straightforward communication, so avoid jargon and focus on what makes you a great fit for the Head of Service Management role.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Betfred
✨Know Your ITSM Inside Out
Make sure you’re well-versed in IT service management principles, especially ITIL. Brush up on your knowledge of ITSM tools like ServiceNow and Jira Service Management, as well as observability tools such as Grafana and Splunk. Being able to discuss how these tools can enhance service delivery will impress the interviewers.
✨Showcase Your Leadership Skills
As a Head of Service Management, you'll need to demonstrate your ability to lead cross-functional teams. Prepare examples of how you've successfully managed teams in the past, particularly in complex or regulated environments. Highlight your experience in driving service transformation and fostering a culture of accountability and innovation.
✨Align with Business Goals
Understand the company's mission to dominate the betting and gaming industry. Be ready to discuss how you can align IT service management strategies with their business objectives. Show that you can champion a service-oriented culture and drive continuous improvement initiatives based on data and feedback.
✨Engage Stakeholders Effectively
Prepare to talk about your experience in stakeholder engagement. Think of specific instances where you’ve acted as a primary point of contact for senior stakeholders. Discuss how you’ve collaborated with various business units and third-party vendors to ensure seamless service integration, as this is crucial for the role.