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Service Delivery Service Manager

Apply locations Dublin, Ireland time type Full time posted on Posted Yesterday job requisition id JR131512 Service Delivery Service Manager

Your team

Technology is the engine behind our retail shops across UK & Ireland. Whether it's our customer betting terminals, payment terminals, video streaming, early price screens or our EPOS system, we build, run and support all the tech to enable our retail colleagues to provide the Paddy Power world-class customer experience. Our retail business is exploring new shop formats leading to new technology being introduced, we are removing old hardware as a part of sustainability program plus we are moving towards automations with AI thrown in as well. Our job is to improve the uptime through utilising cloud, automations and AI but if it breaks get an engineer onsite to resolve the issue as soon as. We always have a rollout program or 2 underway upgrading, downgrading, adding, removing pieces of our technology footprint to provide a better experience for our colleagues and our customers.

What you'll do

- Responsible for end-to-end service delivery, handle P1/P2 incidents, coordinate multi-functional responses, and act as an escalation point for unresolved issues.
- Deliver regular reports on SLAs, KPIs, and incident trends, support bug tracking and resolution, and use service data for improvement initiatives while ensuring documentation accuracy.
- Coordinate with internal teams and vendors to ensure service delivery, handle vendor escalations, and build strong stakeholder relationships to align services with business needs.
- Lead communications during major incidents, provide timely updates to stakeholders, and represent support teams in business reviews to promote service excellence.
- Lead, coach and mentor teams.

How you'll do it

- Experience leading teams, particularly in a fast-paced retail sector, with proven capability in handling high-impact incidents, problem resolution, and service improvement.
- Strategic problem solver with a track record of blending technical, operational, and commercial considerations into decision-making, and successfully guiding teams and vendors.
- Good communicator, able to simplify complex messages, and manage priorities to ensure timely delivery.
- Solid knowledge of ITSM principles and tools, familiarity with ITIL frameworks, proficiency in Microsoft Office, analytical skills for trend identification, experience with third-party vendors.

What's on offer

- £/€1,000 learning fund
- Twice-yearly bonus (with part of it guaranteed)
- Unlimited Holiday
- Pension contribution scheme
- Private healthcare
- Hybrid Working – (Dublin 2 days in office)
- Access to thousands of Udemy courses
- Invest via the Company Sharesave Scheme
- 16 Hours paid volunteering each year.

About PaddyPower

Work that makes play jealous

Paddy Power has been breaking and re-writing the rules since 1988, from on-track bookmakers to cheeky upstart mischief-makers, to part of the largest betting and gaming technology company in the world.

Although we've grown to the betting behemoth we are today, we've not forgotten our roots. We continue to offer great value and entertainment to our customers and keep them at the heart of what we do.

Our culture of hard work, boldness and an innovative spirit got us to where we are and we take our work seriously, but not ourselves We win by having the best people working well together. Don't pigeon-hole us either – our company is a mix of sports nuts, gaming innovators, tech geniuses, perceptive people-people, inspiring leaders… and a very busy legal team.

We've got a growing squad of specialists, and we make the work fun. Sound good? Maybe there's a spot on the team for you

Plus, PaddyPower is part of the Flutter UK & Ireland family – a collection of big-hitting entertainment brands such as Betfair, Sky Betting & Gaming and Tombola.

About Flutter UK & Ireland

We are Flutter UK & Ireland, part of the Global FTSE 100 Flutter Entertainment. Our division operates four of the most popular and trusted brands in the market: Sky Betting and Gaming, Tombola, Betfair and Paddy Power.

Together the Flutter UKI brands offer market leading entertainment to millions of customers every single week Over the last couple of decades, they have all ridden the wave of digital betting with industry firsts like 'cash-out', 'Request a Bet', betting exchanges and free to play games like Soccer Saturday Super 6.

Working Here

Do you want to work somewhere extraordinary? From the people you spend your days with, to the ground-breaking projects, no two days will be the same.

Our 7,000+ colleagues come together to form an expert, supportive community across technology, product, commercial, data, infrastructure, marketing, and a myriad of subject areas.

And the Values that guide us? Here they are:

Customer First, Always | Change The Game | Win Together | Free To Be Me

We're proud of our 4 Values, they reflect what matters most to our people and will guide the decisions we make, represent what we believe in and support how we do things at Flutter UK & Ireland.

Find out more about how we co-created our Values with over 10,000+ insights from our people

We're working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.

If you need any adjustments to make this role work for you let us know, and we'll see how we can accommodate them.

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Service Delivery Service Manager

locations Dublin, Ireland time type Full time posted on Posted 7 Days Ago

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us t he #1 Top Workplace in the area.

Join us and grow your career with Flutter

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