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For Companies At a Glance
- Tasks: Lead IT service management strategy and ensure top-notch service delivery.
- Company: Join Betfred, a leader in the global betting and gaming industry.
- Benefits: Competitive salary, bonuses, wellness support, and flexible working options.
- Why this job: Shape the future of gaming with innovative tech and a dynamic team.
- Qualifications: Proven experience in IT service management and strong leadership skills.
- Other info: Exciting opportunities for career growth in a fast-paced environment.
The predicted salary is between 65000 - 75000 £ 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: Sharp Gaming
Contact Detail:
Sharp Gaming 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 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 products and services, especially how they align with your skills 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 experience with ITIL and service management tools.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Head of Service Management in Manchester
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for the betting and gaming industry! In your application, share why you're excited about this 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. Focus on your achievements and how they align with the responsibilities outlined in the job description.
Be Clear and Concise: When writing your cover letter, keep it clear and to the point. We appreciate straightforward communication, so make sure to articulate your skills and experiences without unnecessary fluff.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Sharp Gaming
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially version 4. Be ready to discuss how you've implemented ITIL practices in previous roles and how they can be adapted to fit an agile, product-led environment.
✨Showcase Your Leadership Skills
Prepare examples of how you've led cross-functional teams and managed third-party suppliers. Highlight your experience in fostering a culture of accountability and innovation within your team.
✨Understand the Business Needs
Research the company's mission and how their new proprietary platform is changing the game in the betting and gaming industry. Be prepared to discuss how you can align IT services with these business goals.
✨Prepare for Stakeholder Engagement
Think about how you would act as the primary point of contact for senior stakeholders. Prepare to discuss your communication strategies and how you would handle escalations effectively.
