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Service Lifecycle Manager

2 weeks ago

Belgrade Metropolitan Area, Serbia MaxBet Full time €40,000 - €60,000 per year

Max Bet is part of Flutter Entertainment (LSE: FLTR; NYSE: FLUT) ─ the world's largest online gambling operator, publicly listed on both the New York Stock Exchange and the London Stock Exchange. As a truly global leader in sports betting and gaming, Flutter shapes the future of the industry. Max Bet is a rapidly growing company specializing in sports betting, gaming, and gambling. Headquartered in Serbia, we have a strong presence in Bosnia and Herzegovina, Montenegro, and North Macedonia.

We are committed to setting new industry standards, delivering top-tier entertainment while upholding the highest integrity.

Our success is built on our people—we foster a culture of teamwork, clear communication, and mutual respect.

As we continue to grow, we are looking for a:

Service Lifecycle Manager

Job Purpose

As a Service Lifecycle Manager, you will be part of a central CEE team aligned to one or more of our Verticals. You will be responsible for supporting the Service Lifecycle Management team with key areas of Incident, Problem, Supplier and Service Reporting under your remit.

Working in partnership with teams across the CEE brands (Singular, Adjarabet and Maxbet), you will ensure Service KPI's are managed and reported to senior Stakeholders.

Key Responsibilities

· 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

Skills and Qualifications

· Previous experience in a Service Management role would be an advantage

· Knowledge of Service Management tools would be an advantage

· Experience working with ITIL framework processes and terminology would be a significant advantage

· Holding one or more ITIL 4 certifications would be a strong plus

· Strong verbal and written communications skills at all organizational 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 behaviors

Benefits

Health & Well-being:

· Private health insurance.

· Up to 6 days of 100% paid leave without a certificate.

· Sports membership.

Work Environment & Comfort:

· Modern workspace with relaxation areas.

· Hybrid work model with flexible working hours.

· Remote work up to 30 days/year.

Work-Life Balance:

· 24+ days of annual leave.

· Birthday off.

· Shorter Fridays (2 PM finish).

· Reduced hours for moms with kids starting kindergarten.

· Fully covered maternity leave (according to company policy).

· Day off for parents of first graders.

Growth & Development:

· Paid training, workshops, and educational opportunities.

· Team-building events and sports activities.

Additional Perks:

· Daily transportation between Novi Sad & Belgrade for Novi Sad colleagues working in Belgrade.

· Role-based bonus opportunities.

· Referral bonuses for recommending new hires.

· Full equipment and onboarding for every role.