Tech Ops Service Manager
Location: St Albans, UK (Hybrid) / Remote UK
Department: Technology & Operations
Reports To: CTO/Head of Technology
Company: Traffic Label

About Traffic Label
Traffic Label is a performance marketing and technology company with nearly two decades of experience driving engagement and conversion within the iGaming and digital entertainment sectors.
As we continue to scale our platform operations, we’re investing in a modern, agile IT Service Management capability — balancing governance, automation, and delivery speed to support our global product teams.

About the Role
We’re looking for an experienced Tech Ops Service Manager to enhance our IT Service Management (ITSM) practices while enabling efficient product delivery.

This role blends traditional ITSM disciplines — Major Incident, Problem, Change, and Release Management — with modern Agile/DevOps principles.

You’ll work closely with Technology and Product teams to ensure operational stability, fast recovery, and smooth, low-risk change delivery through Jira-based workflows.

Key Responsibilities

• Major Incident Management: Lead the response to critical incidents, ensuring rapid service restoration and clear stakeholder communication.
• Problem Management: Conduct proactive root cause analysis, identify trends, and prevent repeat incidents.
• Change & Release Management:
  • Develop a lightweight Jira-based Change & Release framework aligned to Agile workflows.
  • Support sprint and release planning while ensuring safe, reliable deployments.
  • Drive automation and continuous delivery adoption.
• Jira Service Desk Administration: Configure and optimise workflows, queues, and dashboards to support ITSM and delivery metrics.
• Continuous Improvement & Governance: Embed pragmatic ITIL practices within Agile/DevOps environments and track KPIs, SLAs, and DORA metrics for ongoing optimisation.

Key Performance Indicators

• Regular, predictable, and safe deployments aligned to business priorities.
• Short lead time for changes and fast mean time to restore (MTTR).
• Low change failure rate.
• Positive feedback from internal stakeholders on reliability and delivery support.

Skills & Experience

• Proven experience in Major Incident, Problem, Change, and Release Management.
• Strong Jira Service Desk administration and configuration skills.
• Demonstrated success implementing light-touch ITIL processes in Agile/DevOps settings.
• Excellent communication, facilitation, and stakeholder management abilities.
• Analytical mindset with a focus on balancing stability and delivery speed.

Desirable

• ITIL v4 certification or equivalent.
• Experience in Agile/DevOps delivery models.
• Familiarity with observability, automation, or monitoring tools.

What We Offer

• Competitive salary and performance-based bonus.
• Hybrid working model with flexibility for remote work across the UK.
• Collaborative, high-performance environment within a growing tech organisation.
• Opportunity to shape the ITSM and service delivery function for a global business.

Ready to build a world-class, agile service management culture?
Apply now to join Traffic Label’s Technology & Operations team.