Head of Service Management

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.

The Head of Service Management is responsible for leading the strategic direction, development, and delivery of IT service management (ITSM) capabilities and tooling across the organisation. This role ensures that IT services are aligned with business needs, are delivered efficiently, and continuously improved to meet evolving expectations for incident and problem management, change control, and service performance.

• Define and implement the IT Service Management strategy aligned with business goals.
• Champion a service-oriented culture across the technology function.
• Lead the development and maturity of ITIL-based processes and practices evolving practices to suit agile, product led delivery.
• Accountable for the implementation of a new ITSM tool taking into consideration, product and platform ways of working.
• Working closely with SRE, implement a comprehensive monitoring operating model aligned with business objectives and technology strategy including monitoring tools and platforms.

• Oversee the end-to-end delivery of IT services, ensuring high availability, performance, and user satisfaction.
• Working closely with the Head of Digital Operations own the service/product catalogue and ensure services are clearly defined, measured, and reported.
• Lead the Major Incident Management process and ensure timely resolution and communication.
• Lead the Problem Management process and drive ownership and accountability to fix known issues across the Technology Organisation.
• Lead the change management process, review and develop agile change management practices.

• Establish and monitor KPIs, SLAs, and OLAs to ensure service quality and compliance.
• Drive continual service improvement initiatives based on data, feedback, and root cause analysis.
• Ensure robust change, release, and configuration management practices are in place aligned with our product operating model.

• Act as the primary point of contact for senior stakeholders regarding service performance and escalations.
• Collaborate with business units, project teams, and third-party vendors to ensure seamless service integration.
• Lead, mentor, and develop a high-performing service management team.
• Foster a culture of accountability, innovation, and customer focus.

• Proven experience in a senior IT service management role, ideally within a complex or regulated environment.
• Experience with ITSM platforms (e.g., Service Now, Jira Service Management) and observability tools (e.g., Grafana, Splunk, Prometheus)
• Strong knowledge of ITIL framework (v4 preferred) and service management tools (e.g., Service Now, Halo, BMC).
• Demonstrated ability to lead cross-functional teams and manage third-party suppliers.
• Excellent communication, negotiation, and stakeholder management skills.
• Experience in driving service transformation and continuous improvement.

• ITIL certification (v4 Managing Professional or Strategic Leader).
• Experience with Agile and Dev Ops environments.
• Familiarity with ISO/IEC 20000 or other service quality standards.

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 (£75,000 -£85,000)
• 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.