(Urgent) Service Delivery Service Manager

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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
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.
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.
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
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.
We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply.
Equal Employment Opportunity
We are an equal opportunities employer and welcome applications from all qualified candidates.

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