Service Manager

About Us

Our mission is to dominate the betting and gaming industry on a global scale and we need the very best Tech talent to help us achieve this.

We recently migrated all of our customers onto our very own proprietary platform - so it's an exciting time to join us. With the help of our new platform, we're able to pioneer new products and drive more advanced, creative technologies. The result? Unrivalled experiences for millions of customers worldwide.

Betfred's Technology department is driven by innovation, and you'll be at the heart of unlocking our new platform's potential. So, if you want to help shape the future of betting and gaming, then it's to time to join us.

Job Purpose

In a product-led organisation, the Service Manager plays a pivotal role in ensuring that customer-facing services are delivered efficiently, reliably, and in alignment with product strategy. They act as the bridge between product teams, support functions, and customers, ensuring that service delivery meets agreed standards and contributes to customer satisfaction and business growth.

Job Duties

Service Operations & Delivery

• Oversee the day-to-day operations of service delivery across multiple products.

• Ensure services meet agreed SLAs, KPIs, and customer expectations.

• Coordinate with product teams to align service delivery with product releases and updates.

 Performance & Continuous Improvement

• Monitor service performance metrics and customer feedback.

• Identify areas for improvement and lead service optimisation initiatives.

• Develop and implement service improvement plans and problem management strategies.

 Stakeholder & Customer Engagement

• Act as the primary point of contact for service-related escalations.

• Build strong relationships with internal stakeholders and external customers.

• Represent the voice of the customer in service design and delivery discussions.

 Governance & Compliance

• Ensure compliance with internal policies, industry standards, and regulatory requirements.

• Maintain accurate documentation of service processes, SLAs, and operational procedures.

Team Leadership & Development

• Provide coaching, training, and performance management.

• Foster a culture of accountability, collaboration, and customer-centricity.

Knowledge, Skills and Experience

• Proven experience in service management, ideally within a product-led or tech-driven environment.

• Strong understanding of ITIL frameworks and service lifecycle management.

• Excellent communication and stakeholder management skills.

• Ability to interpret data and drive decisions based on insights.

• Experience working with tools like Jira, Confluence, ServiceNow, or similar platforms.

  What’s in it for you?

  We offer a variety of competitive benefits, some of which vary depending on the role you’re recruited to. Some of what you can expect in this role includes:

  • A competitive rate of pay and pension contribution (£50,000-£60,000)

  • Generous discretionary bonus schemes, incentives and competitions

  • An annual leave entitlement that increases with length of service

  • Access to an online GP 24/7, 365 days a year for you and your immediate family.

  • Employee wellbeing support through our Employee Assistance Programme

  • Enhanced Maternity & Paternity Pay

  • Long Service Recognition

  • Access to a pay day savings scheme, financial coach and up to 40% of your earned wage ahead of payday, through Wagestream.

  For More information, visit our https://betfredcareers.com/why-join/