Service Manager (12-months Fixed-Term Contract)

About this role

FanDuel Group is a world-class team of brands and products that deliver sports betting, gaming and entertainment to millions of US sports fans, every day. That’s no easy task, and wouldn't be possible without a fantastic team who have helped us pioneer new products and innovative features that make us a leader in the industry. Whether you’re looking for better career progression, improved financial security or just a better sense of belonging we believe we’ve created a culture in which everyone can succeed, no matter how you got here. THE ROLE As a Service Manager you will perform a vital role within Core Products & Experiences (CPE) as you take the lead on complex technical issues and guide our teams towards operational excellence and service maturity. In this role, you will be working with colleagues from across the business and alongside a cohort of Service Managers. You will take ownership of critical operational issues and be relentless in pursuing resolutions; regularly this will see you negotiating roadmaps, regulator demands and business deadlines. You will embody the principles of service management for CPE and as such you will play a critical role in how we manage our changes, capacity, risks and PIRs. You will help define and deliver operational initiatives that improve our processes, bolster stability and add value to FanDuel. Additionally you will have the opportunity to leverage Artificial Intelligence tooling where appropriate and use it to streamline and speed up items of work and processes for the wider team. WHAT YOU WILL DO • 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 QUALIFICATIONS AND ABILITIES • Strong grasp of ITIL principles • Understanding of Artificial Intelligence tooling • Multiple years of experience within a Service Management function • Understand complex technical situations, learning and adapting on the fly • Contribute towards and present service reports to senior stakeholders • High standard of communication • Comfortable dealing with senior stakeholders and executives • Effective at authoring documentation and knowledge sharing • Strong sense of ownership, urgency, and drive • Familiarity working in an Agile environment • Maintain relationships with other disciplines and stakeholders FanDuel Group is an equal opportunities employer. Diversity and inclusion in FanDuel means that we respect and value everyone as individuals. We don't tolerate bias, judgement or harassment. Our focus is on developing employees so that they reach their full potential. The requirements listed in our job descriptions are guidelines, not hard and fast rules. You don’t have to satisfy every requirement or meet every qualification listed. If your skills are transferable and you are in the ballpark experience-wise, we'd love to speak to you!