Relationship Manager

Salary Range: 80,000.0 GBP - 90,000.0 GBP

Location:

Watford 4 days/week in office

• Strong experience (5+ years) in a Service Relationship Manager, Service Delivery Manager or IT Service Manager role.
• Solid working knowledge of ITIL (v3 or v4) and practical experience applying ITIL principles in a live service environment.
• Experience managing complex, mission‑critical B2B technology services, ideally in regulated or high‑availability environments.
• Comfortable working across technical teams, with a good understanding of software platforms, infrastructure and operational support models.
• Proven ability to build trusted customer relationships and operate confidently with senior stakeholders.
• Strong analytical skills, able to interpret service data and turn insight into improvement actions.
• Excellent communication and stakeholder management skills.
• Fluent in English, both written and verbal.
• ITIL certification is strongly preferred (Foundation minimum; higher levels a plus).

This role is accountable for owning the end‑to‑end service relationship with assigned customers, acting as the single point of accountability for service quality, performance and continual improvement. Operating within an ITIL‑aligned service management framework, you will work closely with customers and internal teams to ensure services are delivered in line with agreed SLAs, drive continual service improvement (CSI), and build trusted, long‑term partnerships based on transparency and outcomes.

Own and manage the service relationship with assigned customers, acting as the primary point of contact for all live service matters.

• Represent the customer within Scientific Games, ensuring service performance, risks and improvement opportunities are clearly understood and acted upon.
• Lead and maintain ITIL‑based service governance, including service reviews, SLA reporting, KPI tracking and escalation management.
• Develop, agree and track Continual Service Improvement (CSI) plans, driving measurable improvements in service quality, resilience and customer satisfaction.
• Coordinate with internal teams across service operations, engineering, infrastructure, testing and delivery to resolve incidents, problems and service risks.
• Ensure timely and effective handling of incidents, problems and major service events, including customer communication and post‑incident reviews.
• Monitor service performance trends and proactively identify risks, dependencies and improvement opportunities.
• Support service onboarding, transitions and changes, ensuring customers experience smooth and controlled service