Tech Ops Service Manager

Overview

Tech Ops Service Manager

Location:

St Albans UK (Hybrid) / Remote UK
Department: Technology & Operations
Reports To: CTO/Head of Technology
Company: Traffic Label

About Traffic Label
Traffic Label is a performance marketing and technology company with nearly two decades of experience driving engagement and conversion within the iGaming and digital entertainment sectors. As we continue to scale our platform operations we are investing in a modern agile IT Service Management capability balancing governance automation and delivery speed to support our global product teams.

About the Role
We’re looking for an experienced Tech Ops Service Manager to enhance our IT Service Management (ITSM) practices while enabling efficient product delivery.

This role blends traditional ITSM disciplines Major Incident
Problem
Change and Release Management with modern Agile/Dev Ops principles. You’ll work closely with Technology and Product teams to ensure operational stability fast recovery and smooth low-risk change delivery through Jira-based workflows.

• Major Incident Management: Lead the response to critical incidents ensuring rapid service restoration and clear stakeholder communication.
• Problem Management: Conduct proactive root cause analysis identify trends and prevent repeat incidents.
• Change & Release Management:
  • Develop a lightweight Jira-based Change & Release framework aligned to Agile workflows.
  • Support sprint and release planning while ensuring safe reliable deployments.
  • Drive automation and continuous delivery adoption.
• Jira Service Desk Administration: Configure and optimise workflows queues and dashboards to support ITSM and delivery metrics.
• Continuous Improvement & Governance: Embed pragmatic ITIL practices within Agile/Dev Ops environments and track KPIs SLAs and DORA metrics for ongoing optimisation.

• Regular predictable and safe deployments aligned to business priorities.
• Short lead time for changes and fast mean time to restore (MTTR).
• Low change failure rate.
• Positive feedback from internal stakeholders on reliability and delivery support.

• Proven experience in Major Incident
  Problem
  Change and Release Management
  .
• Strong Jira Service Desk administration and configuration skills.
• Demonstrated success implementing light-touch ITIL processes in Agile/Dev Ops settings.
• Excellent communication facilitation and stakeholder management abilities.
• Analytical mindset with a focus on balancing stability and delivery speed.

• ITIL v4 certification or equivalent.
• Experience in Agile/Dev Ops delivery models.
• Familiarity with observability automation or monitoring tools.

• Competitive salary and performance-based bonus.
• Hybrid working model with flexibility for remote work across the UK.
• Collaborative high-performance environment within a growing tech organisation.
• Opportunity to shape the ITSM and service delivery function for a global business.

Ready to build a world-class agile service management culture
Apply now to join Traffic Labels Technology & Operations team.

Key Skills

• Restaurant Experience
• Kitchen Experience
• Dealership Experience
• Food Safety Experience
• Management Experience
• Auto Service Management
• Maintenance
• Operations Management
• Cash Handling
• Leadership Experience
• Supervising Experience
• Automotive Service

Employment Type : Full Time
Experience: years
Vacancy: 1