Service Excellence Manager (iGaming)

Who We Are

Recruitment.bg is a boutique IT recruitment company based in Bulgaria. We aim to work with the top employers in the industry—companies that we thoroughly vet and trust. Our mission is to guide IT professionals toward improved career paths by understanding their skills, crafting employment strategies, and supporting them every step of the way. Placing emphasis on honesty, respect, and reliability while delivering exceptional service by ‘going the extra mile,’ we build long-term relationships with the people and organizations we work with.

About the Company

Our client is a global leader in the iGaming sector, creating innovative platforms, casino games, sportsbook solutions, and advanced digital infrastructure. Operating across 25+ countries and more than 85 jurisdictions, they are part of an international group known for its agility and forward-thinking culture. With rapid growth and a strong focus on technology, the company is shaping the future of digital entertainment while maintaining a vibrant and collaborative workplace.

About the Role

We are looking for a Service Excellence Manager to build and lead the company’s service management function. In this role, you will own and improve the processes that safeguard service stability while enabling rapid product delivery. You will set up and manage Incident, Problem, and Change Management practices, monitor service performance, and work closely with engineering, product, and operations teams to strike the right balance between speed and reliability. Starting lean with a deputy, this position offers the opportunity to scale the practice as the business continues to expand globally.

Key Responsibilities

• Own policies, processes, and KPIs for Incident, Problem, and Change Management
• Establish and chair CAB meetings, oversee the change calendar, and ensure alignment with RTEs and Service Owners
• Lead structured problem management and post-incident reviews to reduce recurrence
• Track SLAs/OLAs and deliver executive dashboards on service health, risks, and trends
• Integrate Jira Service Management with CI/CD pipelines to enforce change approvals and traceability
• Define clear roles, approvals, and segregation of duties for production changes
• Collaborate with engineering, product, and operations to balance delivery speed with service stability
• Build the practice from the ground up and expand it as the company scales

Your Background

• Proven experience leading service management functions in SaaS or large-scale software companies
• Strong knowledge of ITIL 4 principles (Incident, Problem, Change, and Continual Improvement)
• Practical experience with Jira Service Management, ServiceNow, or similar tools
• Understanding of CI/CD pipelines and deployment strategies (blue-green, canary, feature flags)
• Strong communication skills, able to engage effectively with both technical and executive stakeholders

Nice to Have

• Experience with SAFe frameworks and working with RTEs
• Certifications in JSM or ServiceNow
• Background in scaling service excellence practices in fast-growing environments

What The Company Offers

• Competitive salary + annual performance bonus
• Salary reviews twice per year
• 25 days paid annual leave
• Hybrid work model (2 days remote)
• Flexible working hours
• Premium health insurance package
• Fully paid public transportation card
• Covered Multisport card
• Free shuttle service to the office
• Regular team-building activities and corporate events
• Bonuses for personal milestones (birthdays, newborns, school starters)
• Access to company-sponsored trainings, seminars, and international conferences

All applications will be treated as strictly confidential.

Only short-listed candidates will be contacted.

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