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Technology Senior Service Manager

FanDuel

FanDuel

IT
Edinburgh, UK
Posted on Tuesday, May 28, 2024

FanDuel Group is a world-class team of brands and products that deliver sports betting, gaming and entertainment to millions of US sports fans every day. That’s no easy task, and wouldn't be possible without a fantastic team who have helped us pioneer new products and innovative features that make us a leader in the industry. Whether you’re looking for better career progression, improved financial security or just a better sense of belonging, we believe we’ve created a culture in which everyone can succeed, no matter how you got here.

The Position

This Senior Service Manager is based within our centralised Technology Operations domain, which supports and holds the engineering teams within technology to account on all things performance, stability, reliability, change and release management. The ultimate aim is to support engineering teams with integrating processes, best practices and frameworks that improve our products and customer experience!

We’re looking for a Senior Service Manager to run and facilitate our Game Day program. Our Game Day events simulate peak traffic, testing our production estate, across customer journeys including login, wagering, deposits, and settlement. It is the linchpin of our Super Bowl and marketing campaign readiness; ensuring we deliver the best customer experience during our key sporting events.

As the Game Day program owner you will be expected to plan, coordinate, and facilitate each of our Game Day events. You will work closely with engineers across all our products and locations, ensuring that they understand their part to play and the impact they have on other teams. On the day, you will be tasked with managing the command center, a virtual mission control involving hundreds of engineers, where you will prioritise and address issues raised throughout the event. Following the event you will collect, summarise, and present results to stakeholders across the business.

You’ll be expected to take strategic initiatives to improve and evolve our Game Day events, as well as improve processes to streamline how teams run performance tests in our production environment.

Some of your responsibilities will include:

  • Being approachable and a self-starter. You will work at a senior level with minimal supervision.
  • Being an innovative thinker who can contribute new ideas and views to ensure the best process for the Engineering teams.
  • Having a keen eye for detail and proven record of delivering company wide initiatives across various teams and locations.
  • As an individual contributor you will be able to bring people with you during potentially challenging times, helping to deliver the right outcome for the group.
  • Having a customer-first mentality with the customer experience at the forefront of what we do.
  • Being passionate about risk identification and minimizing impact to the business.
  • Collaborate with technical owners to maximize resiliency.

What We’re Looking For

  • Strong negotiation skills and ability to influence.
  • Maintaining calm under pressure and capable of working in the demanding environment of mission-critical services.
  • Strong influencer that possesses excellent communication skills and the ability to translate technical details into actionable information for senior stakeholders.
  • Comfortable with ambiguity and shaping structure on situations that require it.

What You Can Expect

  • Interesting work - working in a fast-paced and ever-changing industry, new problems and exciting solutions are never too far away. There are always opportunities to learn new skills and broaden your horizons
  • A sense of achievement - Our teams own their own software and when that awesome new feature ships to users and the positive feedback starts rolling in, you can feel really proud of what you and your team created
  • Personal development - clear and defined career pathways for every role at every level, a supportive manager, loads of learning opportunities and even 10% of your time to dedicate to your learning.
  • Belonging - everyone at FanDuel works for each other, we win together, make mistakes together and have lots of fun doing it.
  • Trust - A trusting work environment where productivity is valued above all else, giving you autonomy and ownership of your time and work
  • Great financial package - Including salary, bonus, pension, private healthcare, share save scheme, flexible working & holiday policy along with a number of other benefits.

Diversity, Equity and Inclusion

FanDuel is an equal opportunities employer. Diversity and inclusion in FanDuel means that we respect and value everyone as individuals. We don't tolerate bias, judgement or harassment. Our focus is on developing employees so that they reach their full potential.

The requirements listed in our job descriptions are guidelines, not hard and fast rules. You don’t have to satisfy every requirement or meet every qualification listed. If your skills are transferable and you are in the ballpark experience-wise, we'd love to speak to you!

Location: Our Scottish tech hub is based in central Edinburgh and is fitted with fabulous amenities including a Gym, showers, bike parking, gaming pods, multiple breakout areas, meeting rooms, a roof terrace and much more.

We operate a hybrid model for the majority of our roles, where we normally spend a day or two in the office per week.