Service Manager – Change Management

Job not on LinkedIn

🔥 2 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

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Hard Rock Digital

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2020

🎲 Gambling

🎮 Gaming

💰 $85M GROWTH EQUITY NON VC on 2023-03

Gambling • Gaming

Hard Rock Digital is the interactive gaming and sports-betting arm of Hard Rock International and the Seminole Tribe of Florida. It builds and operates the Hard Rock Bet sportsbook and online casino (available on mobile app and desktop) and Hard Rock Games social gaming apps, delivering sports betting, online casino (slots, table games, live casino) and casual/social gaming experiences tied to the Hard Rock entertainment brand. Hard Rock Digital serves as the exclusive vehicle for Hard Rock International and Seminole Gaming for interactive gaming and sports betting on a global basis.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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