Senior Service Delivery Manager

🔥 0 minutes ago

🌐 Poland, Georgia, +1 more countries – Remote

🇵🇱 Poland – Remote 🇬🇪 Georgia – Remote 🇷🇸 Serbia – Remote

⏰ Full Time

🟠 Senior

👔 Manager

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SOFTSWISS

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

🎮 Gaming

Consulting • Marketing • Gaming

SOFTSWISS is a leading provider of iGaming software solutions, offering a wide range of products including iGaming Platform, Sportsbook Platform, Game Aggregator, Jackpot Aggregator, and more. Established in 2009, SOFTSWISS has grown to employ over 1,700 people across 4 international offices in Poland, Georgia, Malta, and several remote locations. The company is known for its innovation in the iGaming industry, being the first Crypto iGaming provider in the world. SOFTSWISS not only promotes a dynamic and flexible work culture with comprehensive employee benefits but also commits to social responsibility by supporting various campaigns and initiatives.

📋 Description

• Take end-to-end ownership of assigned services, ensuring operational stability, reliability, and continuous improvement • Lead Incident, Problem, and Change Management processes following ITIL best practices • Coordinate major incidents across cross-functional teams and ensure timely resolution • Drive Root Cause Analysis and track corrective and preventive actions to completion • Own change planning, risk assessment, impact analysis, approvals, and governance • Monitor service health using SLAs, SLOs, KPIs, and operational metrics • 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 • Collaborate with Engineering, Product, Support, Technical Account Management, and other stakeholders • Facilitate service reviews, post-incident reviews, and operational reporting • Contribute to Service Management processes, governance, and operational best practices

🎯 Requirements

• 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 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 and ability to identify operational risks, prioritize 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 • Nice to have: experience improving ITIL processes within an engineering organization • Nice to have: experience with Zabbix, Grafana, Prometheus, or similar monitoring and observability platforms • Nice to have: understanding of cloud infrastructure, Kubernetes, containerized applications, and modern distributed systems • Nice to have: experience facilitating post-mortems and driving organizational learning • Nice to have: experience defining or improving operational governance, service maturity, or Service Delivery frameworks • Nice to have: familiarity with Status Pages and customer communication during incidents • Nice to have: experience in SaaS, FinTech, iGaming, eCommerce, or other high-availability production environments

🏖️ Benefits

• 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