Service Excellence Manager

EGT Digital is a next-generation tech company focused on all online gaming products. Its portfolio includes Casino Games, Sportsbook, and the all-in-one solution – a Gambling Platform.

EGT Digital is a part of the Euro Games Technology (EGT) Group, headquartered in Sofia, Bulgaria. EGT Group is one of the fastest-growing enterprises in the gaming industry. Our global network includes offices in 25 countries and our products are installed in over 85 jurisdictions in Europe, Asia, Africa, and North, Central, and South America.

Currently, we are establishing a Service Excellence function to ensure that IT services are reliable, resilient, and continuously improving. You will be responsible for building and running core ITIL processes (incident, problem, change) and embedding a culture of service ownership across teams.

Responsibilities:

• Own the policies, processes, and KPIs for Incident, Problem, and Change Management
• Establish and chair CAB, run the change calendar, and ensure alignment with RTEs and Service Owners
• Drive structured problem management and post-incident reviews to prevent recurrence
• Monitor SLAs/OLAs and provide executive dashboards on service health, trends, and risks
• Integrate Jira Service Management with CI/CD pipelines so that production deploys require approved change IDs and traceability
• Ensure clear roles, approvals, and segregation of duties for production changes
• Partner with engineering, product, and operations to balance speed of delivery with service stability
• Start lean (with a deputy) and grow the practice as the company scales

Requirements:

• Proven experience leading service management functions in SaaS or large-scale software organizations
• Strong knowledge of ITIL 4 (incident, problem, change, continual improvement)
• Hands-on familiarity with Jira Service Management, ServiceNow, or equivalent
• Understanding of CI/CD pipelines and modern deployment patterns (blue-green, canary, feature flags)
• Solid stakeholder skills; clear communication with engineering and executives
• Advantages: SAFe experience, JSM or ServiceNow, working with RTEs

What we offer:

• Competitive salary
• Performance-based annual bonus
• Performance evaluation & salary review twice a year
• 25 days paid annual leave
• Work from home option -2 days weekly
• Flexible working schedule
• Additional health insurance – premium package
• Fully paid annual transportation card
• Fully paid Sports card
• Free company shuttle by the office
• Sports Teams/Sports events
• Professional development, supportive company culture, and challenging projects
• Company-sponsored trainings
• Tickets for conferences and seminars
• Team building events and office parties
• Referral Program
• Free snacks, soft drinks, coffee, and fruit are always available
• Birthday, newborn baby, and first-grader bonuses
• Corporate discounts in various shops and restaurants
• State-of-the-art modern office
• Positive working environment and chill-out zone (PS4, foosball-table, and lazy chairs)

All applications will be treated strictly confidentially and only the approved candidates will be invited to an interview.