Senior Service Lifecycle Manager

Senior Service Lifecycle Manager

Overview of the role

We are looking for an experienced Senior Service Lifecycle Manager with modern service delivery practices. You will join a team dedicated to implementing a Service Strategy across Singular who serve multiple brands and thousands of customers around the globe.   

Singular is an established brand in the iGaming industry developing award-winning solutions that stand out with their flexibility, reliability, and innovation. These three key aspects shape our competitive factor in the market. As of 2021, Singular is part of the biggest iGaming brand worldwide, Flutter Entertainment. The backbone of our success lies in using novel technologies & agile processes by our team of 160+ highly skilled people.

Job Purpose
 

As the Senior Service Lifecycle Manager, you will be part of a team aligned to one or more of the Singular brands throughout the whole service lifecycle. You will be responsible for supporting the Service Management team with key areas of Incident, Problem, Release, Change and Service Reporting. Working in partnership with teams across Singular, you will ensure Service KPI’s are managed and reported to Stakeholders. A key part of this role will be the Supplier Management process.

What you’ll do:

• Lead on incident, problem, release and change management standards and implementation for our services
• Work closely with Singular tribes and squads to ensure smooth service transition for the introduction of new products and services
• Identify and build strong long-term internal brand relationships and comprehensive stakeholder management
• Work across tribes and business units to drive stability and service excellence
• Hold responsibility for reporting and insight on service availability other key metrics
• Proactively trend incidents to drive improvements and problem management to reduce incident recurrence and mean time to recovery (MTTR)
• Have end to end ownership of the Business to Technical service mapping within the CMDB
• Be responsible for managing third party relations with suppliers, taking ownership of the service aspects of these relationships and driving continuous improvement
• Support the team in evolving our service strategy and setting the focus
• Aid in evolving and maturing the Service Management processes used across Singular to drive consistency and improvements
• Produce reports as required to track service performance and availability including weekly and monthly reports

What you’ll bring:

• You will have 8+ years’ experience working within a high performing service culture
• Previous experience in a Service Management role
• Knowledge of Jira would be an advantage
• Experience of ITIL Service Management applied in an Agile model including but not limited to:
  • (Major) Incident Management
  • Problem Management
  • Change & Release Management
  • Supplier/Vendor Management
     
• Strong verbal and written communications skills at all organisational levels
• Strong influencing and relationship building skills with stakeholders across the business and external suppliers
• The ability to remove barriers and address areas of contention with the right behaviours

About Singular
 

Singular is an international iGaming software provider headquartered in Malta, with offices in North Macedonia and Georgia. We provide our platform solutions to some of the most innovative and well-known brands in the sports betting and gaming industry.

As of 2021, we're part of Flutter International, the world’s leading online sports betting and iGaming operator. Together, we create the future of entertainment – and you can join us too.

Why choose us
 

At Singular, people have access to vast opportunities for career growth and self-development. Our employee benefits package goes far beyond offering the minimum: We support our people in becoming their best version at work and beyond - and our benefits reflect that commitment.

These are some of the benefits included in our employee package:

• Generous annual leave
• Work from home, hybrid, or in the office
• Private health insurance
• Paid sick leave
• Paid maternity & paternity leave
• A family reward of €1000
• Performance & referral bonuses
• Team morale budget
• Loyalty award

Equal opportunities
 

As a brand of Flutter International, we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and