Service Manager
As a Service Manager at FanDuel, you’ll be a champion of reliability and performance, partnering closely with engineering teams, your fellow service managers, tech ops, and third-party vendors to use data, innovation, and collaboration to keep our technology stack and critical customer experiences running at their best. You’ll contribute to shaping processes, implementing best practices, and driving initiatives that ensure optimal availability, stability, and efficiency across all business domains. You’ll also play a key role in preparing for major events like the NFL Season Start, the Super Bowl, and the Triple Crown, working alongside our Operational Engineering team to deliver a seamless customer experience when it matters most.
- Oversee one or more business units (e.g., Data), ensuring the implementation and continuous improvement of best-in-class processes and service management practices.
- Maintain Operational Readiness and Risk Reviews for new features, products, and services, ensuring robust standards, clear runbooks, effective support models, and proactive risk mitigation.
- Partner closely with engineering, product, and operations teams to identify service improvements and implement scalable solutions that enhance reliability and performance.
- Establish and monitor key performance indicators and service metrics, using data to drive decisions, highlight risks, and recommend enhancements.
- Deliver day-to-day management activities of your assigned service, including oversight of tickets, coordinating escalations, and supporting operational processes.
- Contribute to the development and maintenance of service processes, workflows, and standards to ensure consistent, high-quality support.
- Collaborate cross-functionally with Product, Engineering, IT Ops, and other teams to resolve issues and relay customer feedback.
- Monitor key service metrics (e.g., response times, resolution rates, customer satisfaction) and use data to recommend improvements.
- Identify potential areas of risk and partner with technical owners to propose backlog items or mitigation measures to maximize service availability.
- Ensure compliance with company policies, SLAs, and industry best practices.
- Promote a culture of accountability, technical curiosity, and continuous learning within the team.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field — or equivalent practical experience (required).
- Hands-on experience delivering technical services or support in a customer-facing environment (required).
- Strong technical background with the ability to understand and troubleshoot complex issues (required).
- Excellent communication, problem-solving, and organisational abilities (required).
- Ability to manage multiple priorities and thrive in a fast-paced setting (required).
- 3+ years of experience in technical service/support roles (preferred).
- Experience in SaaS and cloud services (preferred).
- Familiarity with ITIL or similar service management frameworks (preferred).
- Experience with compliance, regulatory, or other relevant certifications (e.g., SOX) (preferred).
- Familiarity with AI and automation technologies is a plus; an interest in exploring how AI can enhance operational efficiency is encouraged (nice-to-have).
- Salary range of $103,000-$129,000 USD.
- Array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning, mental health support, and fitness benefits.
- Generous paid time off (PTO & sick leave).
- Annual bonus and long-term incentive opportunities (based on performance).
- 401k with up to a 5% match.
- Commuter benefits.
- Pet insurance.
- Medical, vision, and dental insurance.
- Life insurance.
- Disability insurance.
- 14 paid company holidays.
FanDuel Group is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the North America, FanDuel Group consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media, including FanDuel, Stardust Casino and TVG. The company is based in New York with US offices in Los Angeles, Atlanta, and Jersey City, as well as global offices in Canada and Scotland. The company’s affiliates have offices worldwide, including in Ireland, Portugal, Romania, and Australia. FanDuel Group is a subsidiary of Flutter Entertainment, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).