Service Lifecycle Manager
Flutter International
full-time
Posted on:
Location Type: Office
Location: Sofia • 🇧🇬 Bulgaria
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead on incident, request fulfilment and problem governance and implementation for our services
- Work closely with CEE tribes and squads, to ensure smooth service transition for the introduction of new products and services via AiS and any other means necessary
- Identify and build strong long-term internal relationships and comprehensive stakeholder management across the CEE verticals
- Create and lead on Post Incident Reviews, ensuring that root cause is identified for all major incidents and any relevant lessons learned actions are completed
- Work across tribes and business units to drive stability and service excellence
- Hold responsibility for reporting and insight on service availability and other key metrics
- Proactively trend incidents to drive improvements and problem management to reduce incident recurrence and mean time to recovery (MTTR)
- Have end to end ownership of the Business to Technical service mapping within the CMDB
- Be responsible for managing third party relations with suppliers, taking ownership of the service aspects of these relationships and driving continuous improvement
- Support the team in evolving our service strategy and setting the focus
- Aid in evolving and maturing the Service Management processes used across CEE to drive consistency and improvements
- Produce reports as required to track service performance and availability including weekly and monthly reports
- Line management of team members as required
Requirements
- Previous experience in a Service Management role would be an advantage
- Knowledge of Service Management tools would be an advantage
- Strong verbal and written communications skills at all organisational levels
- Strong influencing and relationship building skills with stakeholders across the business and external suppliers
- The ability to remove barriers and address areas of contention with the right behaviours
Benefits
- Discretionary annual performance bonus
- 30 days annual leave
- Health and Dental Insurance for you, your partner and your children (if you are all registered at the same address)
- Personal life insurance and disability coverage
- A personal interest allowance to let you learn something new or pursue a hobby
- External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career
- A cash gift of 1,000 BGN for your new addition whilst working for us
- A sports’ card membership valid across the country
- Food vouchers
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementrequest fulfillmentproblem governanceservice mappingservice management processesreportingservice performance trackingstakeholder managementcontinuous improvementproblem management
Soft skills
communication skillsinfluencing skillsrelationship buildingteam managementproblem-solvingcollaborationleadershiporganizational skillsadaptabilitystrategic thinking