Service Delivery Manager – Senior

Навыки

• Распределённые системы
• E-commerce
• Grafana
• iGaming / betting
• ITIL / ITSM
• Jira Service Management
• KPI

О компании и продукте

• SOFTSWISS is hiring a Senior Service Manager to join our team. We are looking for a proactive and operationally driven professional to own the stability, reliability, and continuous improvement of our production services.
• As a Senior Service Manager , you will own the operational excellence of our production services, ensuring they remain stable, reliable, and continuously evolving to meet business and customer expectations.
• You will lead key IT Service Management processes, including Incident, Problem and Change Management, working closely with engineering, product, support, and customer-facing teams to drive operational excellence, improve service quality, and strengthen organisational resilience.
• Beyond day-to-day operations, you will play a key role in developing and maturing Service Management practices, driving continuous improvement initiatives, and fostering a culture of operational ownership across the organization.

Задачи

• Take end-to-end ownership of assigned services, ensuring their operational stability, reliability, and continuous improvement
• Lead Incident, Problem, and Change Management processes following ITIL best practices
• Coordinate major incidents by bringing together cross-functional teams, facilitating communication, and ensuring timely resolution
• Drive Root Cause Analysis and ensure corrective and preventive actions are implemented and tracked to completion
• Own the Change Management process, including change planning, risk assessment, impact analysis, approvals, and governance
• Monitor service health using SLAs, SLOs, KPIs, and operational metrics, proactively identifying opportunities to improve service quality and operational efficiency
• Drive Continuous Service Improvement initiatives based on operational trends, incident analysis, customer feedback, and business needs
• Ensure operational readiness for new services, features, and infrastructure changes by validating documentation, monitoring, support processes, and knowledge transfer
• Collaborate with Engineering, Product, Support, Technical Account Management, and other stakeholders to ensure seamless service delivery and effective operational decision-making
• Facilitate service reviews, post-incident reviews, and operational reporting for technical and business stakeholders
• Contribute to the evolution of Service Management processes, governance, and operational best practices across the organization

Требования

• 3+ years of experience in Service Management, Service Delivery, Technical Operations, or a similar role within complex IT environments
• Practical experience with Incident, Problem, and Change Management processes
• Good understanding of ITIL principles and IT Service Management best practices
• Experience working with ITSM platforms such as Jira Service Management, ServiceNow, PagerDuty, or similar
• Strong understanding of SLA, SLO, KPI, and service performance management
• Experience coordinating cross-functional teams during production incidents and operational changes
• Strong stakeholder management, communication, facilitation, and decision-making skills
• Analytical mindset with the ability to identify operational risks, prioritise improvements, and drive them to completion
• Ability to work effectively in a fast-paced environment with multiple stakeholders and competing priorities
• Upper-Intermediate or higher level of English

Будет плюсом

• Experience implementing or improving ITIL processes within an engineering organisation
• Experience with monitoring and observability platforms such as Zabbix, Grafana, Prometheus, or similar
• Understanding of cloud infrastructure, Kubernetes, containerised applications, and modern distributed systems
• Experience facilitating post-mortems and driving organisational learning
• Experience defining or improving operational governance, service maturity, or Service Delivery frameworks
• Familiarity with Status Pages, customer communication during incidents, and operational transparency practices
• Experience working in SaaS, FinTech, iGaming or eCommerce or other high-availability production environments

Условия

• Private health insurance
• Sports benefits
• Comprehensive Mental Health Program
• Free English lessons (online)
• Local language courses
• Paid time off
• Maternity leave support
• Referral program rewards
• Upskilling, internal workshops, and participation in professional conferences and corporate events

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