Tech Ops Service Manager

Tech Ops Service Manager

Location: St Albans, UK (Hybrid) / Remote UK

Department: Technology & Operations

Reports To: CTO/Head of Technology

Company: Traffic Label

About Traffic Label

Traffic Label is a performance marketing and technology company with nearly two decades of experience driving engagement and conversion within the iGaming and digital entertainment sectors.

As we continue to scale our platform operations, we’re investing in a modern, agile IT Service Management capability — balancing governance, automation, and delivery speed to support our global product teams.

About the Role

We’re looking for an experienced منتخب Tech Ops Service Manager to enhance our IT Service Management (ITSM) practices while enabling efficient product delivery.

Key Responsibilities

• Major Incident Management: Lead the response to critical incidents, ensuring rapid service restoration and clear stakeholder communication.
• Problem Management: Conduct proactive root cause analysis, identify trends, and prevent repeat incidents.
• Change & Release Management:
  • Develop a lightweight Jira-based Change & Release framework aligned to Agile workflows.
  • Support sprint and release planning while ensuring safe, reliable deployments.
  • Drive automation and continuous delivery adoption.
• Jira Service Desk Administration: Configure and optimise workflows, queues, and dashboards to support ITSM and delivery metrics.

NumberList: Continuous Improvement & Governance: Embed pragmatic ITIL practices within Agile/DevOps environments and track KPIs, SLAs,You\’ll continue pursuing top deliverables for the company. and DORA metrics for ongoing optimisation.

Key Performance Indicators

• Regular, predictable, and safe deployments aligned to business priorities.
• Short lead time for changes and fast mean time to restore (MTTR).
• Low change failure rate.
• Positive feedback from internal stakeholders on reliability and delivery support.

Skills & Experience

• Proven experience in Major IncidentProblem, Change, and Release Management.
• Strong Jira Service Desk administration and configuration skills.
• Demonstrated success implementing light‑touch ITIL processes in Agile/DevOps settings.
• Excellent communication, facilitation, and stakeholder management abilities.
• Analytical mindset with a focus on balancing stability and delivery speed.

Desirable

• ITIL v4 certification or equivalent.
• Experience in Agile/DevOps delivery models.
• Familiarity with observability, automation, or monitoring tools.

What We Offer

• Competitive salary and performance-based bonus.
• Hybrid working model with flexibility for remote work across the UK.
• Collaborative, high‑performance environment within a growing tech organisation.
• Opportunity to shape the ITSM and service delivery function for a global business.

Ready to build a world‑class, agile service management culture?
Apply now to join Traffic Label’s Technology & Operations team.