A rapidly growing global iGaming operator headquartered in Los Angeles is seeking a Director of Service Management to lead enterprise ITSM strategy across a 24/7, high availability sportsbook and online casino platform. This full-time leadership role will own and optimize the organization's Jira Service Management environment and broader Atlassian suite, supporting mission critical gaming systems, payment processing, and real-time betting operations serving regulated US markets.
This is a high impact opportunity to architect and modernize service management within one of the most exciting and fast moving industries in tech. We are looking for a strategic yet hands on service leader who thrives in high-stakes environments, understands operational resilience, and wants to build a best-in-class ITSM function. You'll gain executive visibility, drive enterprise tooling strategy, and shape the future of service delivery in a rapidly scaling digital gaming environment all while maintaining strong work-life balance through structured on call governance and empowered team leadership.
Required Skills & Experience
10+ years of experience in IT Service Management
3+ years in a leadership role overseeing Service Desk, Incident, and Change Management
Deep hands-on expertise with Jira Service Management (JSM) configuration and administration
Experience building and optimizing Incident, Problem, and Change workflows
Strong knowledge of ITIL v4 principles
Experience supporting 24/7 high availability production systems
Proven experience managing SLAs, MTTR reduction, and service reporting dashboards Desired Skills & Experience
Experience in iGaming, fintech, eCommerce, or other regulated industries
Experience integrating JSM with monitoring/alerting tools (e.g., Opsgenie)
Atlassian certifications (Jira Admin / JSM)
Familiarity with SRE or DevOps operating models
Experience leading service transformation initiatives
Exposure to compliance frameworks in regulated markets What You Will Be Doing
Tech Breakdown
40% Atlassian Suite (Jira Service Management, Jira Software, Confluence)
20% Cloud Infrastructure (AWS / Azure environments supporting gaming platforms)
20% Monitoring & Alerting Integrations
20% Reporting, Automation, and Workflow Optimization Daily Responsibilities
40% Hands-On (JSM optimization, SLA configuration, automation, reporting)
35% Management Duties (team leadership, vendor oversight, executive reporting)
25% Team Collaboration (DevOps, Infrastructure, Product, Compliance teams)
The Offer
Bonus eligible
You will receive the following benefits:
Medical, Dental, and Vision Insurance
Vacation Time
Stock Options
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 10105282
- Position Id: 862713
- Posted 30 days ago
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