Service Lifecycle Manager - Digital

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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 to time to join us.

Job Purpose

In a product-led organisation, the Service Manager plays a pivotal role in ensuring that customer-facing services are delivered efficiently, reliably, and in alignment with product strategy. They act as the bridge between product teams, support functions, and customers, ensuring that service delivery meets agreed standards and contributes to customer satisfaction and business growth

Job Duties

Service Operations & Delivery

• Own product performance standards (SLAs, SLOs, OLAs, error budgets) and ensure alignment with customer expectations.
• Lead regular performance reviews and provide clear operational and executive reporting.
• Coordinate with Product & CX teams to align service delivery and operational risks with product releases and updates.
• Embed service considerations into product design and architecture, ensuring solutions are scalable, observable, resilient, and supportable from day one.

Monitoring & Insights

• Ensure end to end observability for key products, including metrics, logs, traces, and synthetic monitoring.
• Build and maintain dashboards highlighting availability, latency, throughput, and incident trends.
• Identify areas for improvement and lead service optimisation initiatives.

Continuous Improvement

• Manage a performance improvement backlog in collaboration with Product & Engineering.
• Quantify performance issues in terms of customer and commercial impact.
• Support performance testing, capacity planning, and release quality gates.

Stakeholder & Customer Engagement
• Represent service performance in customer conversations, post incident reviews, and strategic updates.

• Build strong stakeholder relationships and act as the primary point of contact for service-related escalations.
• Influence cross-functional teams to embed performance-focused behaviours.

Governance & Compliance

• Ensure compliance with internal policies, industry standards, and regulatory requirements.

Maintain accurate documentation of service processes, SLAs, and operational procedures.

Knowledge, Skills and Experience

• Proven experience in service or product management, ideally within a product-led or tech-driven environment.
• Strong understanding of ITIL frameworks and service lifecycle management.
• Experience with SaaS, PaaS, or cloud-based service models.
• Understanding of the software development lifecycle, DevOps/SRE practices, and the realities of engineering and product delivery workflows.
• Experienced working as an individual contributor within cross-functional teams.
• Proactive problem solver with ability to interpret data and drive decisions based on insights.

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 (£50,000-£60,000)
• 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.

  For More information, visit our https://betfredcareers.com/why-join/