Service Manager – Change Management

🕒 Ontem

🐊 Florida – Remoto

🐊 Florida – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

👻 Score fantasma 10%

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Hard Rock Digital

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2020

🎲 Jogos de Azar

🎮 Jogos

💰 $85.000.000 GROWTH EQUITY NON VC em 2023-03

Gambling • Gaming

A Hard Rock Digital é o braço de interactive gaming e sports betting da Hard Rock International e da Tribo Seminole da Flórida. A empresa desenvolve e opera a plataforma de apostas esportivas Hard Rock Bet e o cassino online (disponíveis em aplicativo mobile e desktop), além dos aplicativos de social gaming da Hard Rock Games, oferecendo experiências de sports betting, cassino online (slots, jogos de mesa e live casino) e casual/social gaming associadas à marca de entretenimento Hard Rock. A Hard Rock Digital é o veículo exclusivo da Hard Rock International e da Seminole Gaming para interactive gaming e sports betting em escala global.

Descrição

• Oversee the full lifecycle of infrastructure change using the 7 R’s approach • Triage, analyze, and classify incoming RFCs for infrastructure production systems • Review RFC completeness, clarity, testing, project or incident links, and implementation, validation, and back-out plans • Assess change risk using the standardized Risk Assessment Matrix • Identify changes requiring Compliance approval • Plan changes within approved Change Windows, Release Calendar constraints, and Major Business Events • Prepare and lead the weekly CAB meeting • Create, manage, and maintain RFC records through completion • Coordinate with DevOps, SRE, QA, and NOC teams for safe implementations • Send proactive communications before, during, and after changes • Manage dedicated Slack channels for complex changes • Maintain the Maintenance Calendar and Maintenance Schedule in Confluence • Store completed change history for audit, knowledge management, and service continuity • Support Emergency Changes and participate in Emergency CABs • Review and log retrospective changes introduced during major incidents • Contribute to Change Performance Reporting against KPIs • Coordinate changes tied to or dependent on bi-weekly releases • Participate in Go/No-Go meetings and Release Implementations when required • Participate in Post-Change Reviews when changes cause unplanned service impact • Feed lessons learned into runbooks and risk scoring • Monitor Slack channels for issues affecting upcoming changes • Participate in Continual Service Improvement initiatives • Build communication and collaboration across engineering, product, and operations teams

🎯 Requisitos

• 3+ years in Change Management, Service Management, Incident/Problem Management, or similar roles • Experience in cloud or distributed infrastructure environments, ideally with AWS, Kubernetes, and DevOps practices • Hands-on experience managing changes in ITIL-based or ITIL-aligned organizations • Experience in highly regulated organizations • Experience running CAB meetings and coordinating technical teams • Proficiency with ITSM ticketing tools such as Jira or ServiceNow • Proficiency with Confluence and Slack • Practical experience using AI assistants such as Claude, ChatGPT, or Microsoft Copilot • Experience building or using AI Skills or Agents embedded in ITSM tools • Familiarity with AI-integrated workflow automation tools such as Power Automate or Jira Automation • Ability to write prompts that produce consistent, accurate output for ITSM workflows • Excellent written and verbal communication • Strong analytical mindset and close attention to detail • Ability to prioritize, multitask, and manage time under pressure • Confident stakeholder management and ability to constructively challenge Change Requestors and Implementors • Ability to manage multiple resources and stakeholders when planning and delivering change • Strong process design and ownership • Ability to critically review AI-generated content before production or regulatory use • Understanding of the boundary between AI-assisted drafts and human-owned decisions in compliance-sensitive changes • Preferred: understanding of AWS fundamentals, networking, security concepts, or CI/CD toolchains • Preferred: ITIL Certification, minimum Foundation • Preferred: formal AI literacy training or certification

🏖️ Benefícios

• Competitive pay and benefits • Flexible vacation allowance • Startup culture backed by a secure, global brand • Diverse and inclusive work environment • Equal opportunity employer

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