Service Lifecycle Manager

Sky Betting and Gaming aims to bring the excitement of sports betting, casino, poker and bingo to a rapidly growing number of customers in the betting and gaming market. Through our close relationships with Sky Sports we can provide a unique opportunity to deliver a real experience that makes us stand out in the online gaming sector. We're striving to be the best digital business in the UK and we're well on our way, this year we've been nominated as one of The Sunday Times Top 100 companies to work for as well as bagging a handful of accolades at the 2015 EGR awards and we're not planning on slowing down anytime soon! From our base in Leeds and across all our sites, we are experiencing rapid growth and are constantly looking for the best talent to help us in our continued success. Are you in?

Job Purpose

• A Service Lifecycle Manager in the Gaming Tribe is responsible for continuously improving the service availability levels of our products: Sky Vegas, Sky Bingo, Sky Casino and Sky Poker and liaising with the 3rd parties that provide services to the products.
• Working in partnership with their peers they will reduce outstanding or future service risks, manage in- flight incidents and post-mortem, report & glean insight from service metrics, and manage change control processes within the tribe.

Key Responsibilities

• Incident Command and Post-Mortems -The SLM is responsible for in-flight incident command and control including out of hours (on an on-call rota). This will involve appropriate communication of the problem to both engineering teams and senior management and co-ordinating in-house engineering teams and 3rd party to resolve. The SLM is responsible for running Post Incident Reviews (PIR) on any significant incident and ensuring any necessary future mitigations are actioned.
• Service Level Reporting and Insight - The SLM is responsible for reporting and insight on the data platform service availability. This includes service available metrics, incident response metrics like MTTR, and incident volume metrics like MTBF. Insight from this data should be used to drive appropriate actions to improve service levels.
• Reduce Outstanding and Future Risks - In addition to incidents that have occurred, the SLM is responsible for manging the risk of both re-occurrence and known weaknesses that haven't hit us yet. This includes future failure or capacity risks, and the SLM will be involved in the design phase of delivery to allow them to highlight and mitigate weaknesses, and ensure appropriate forward capacity planning and resilience testing.
• Safe Change Management and Delivery Processes - The SLM works with the Engineering Managers to ensure appropriate change management occurs in a a high-frequency release agile environment.

Key Characteristics and Experience

• You will have experience in a service management role in a high traffic environment. Experience of managing large scale customer facing websites is essential.
• Familiarity with service management software like Service Now, Graphite, OpsView is an advantage.
• Experience working with 3rd party suppliers and internal development teams working in an agile environment is desirable.
• You will be pro-active with energy and drive for continuous improvement and have a focus on delivering results.
• You will be expected to be an excellent communicator with the ability to relate technical issues in simplistic and meaningful way to colleagues and 3rd parties.

As a valued employee, you will receive free Sky + HD and Broadband, as much free Yorkshire tea as you can drink (we are in God's country after all), or the stronger stuff if you're more of a coffee connoisseur. A digital private healthcare scheme along with Herman Miller chairs to ensure your derriere is as comfortable as possible whilst you're innovating and a pension scheme that will send you jet setting off into retirement. All this in a flexible working environment with some of the best minds in the industry help make Sky Betting and Gaming a really great place to work (if we don't say so ourselves). So come join us, one sugar or two?