Service Manager

THE POSITION

Our roster has an opening with your name on it

As a Service Manager at Fan Duel, 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.

In This Role You Will

* 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.

In addition to the specific responsibilities outlined above, employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs.

THE GAME PLAN

Everyone on our team has a part to play

* 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.

THE STATS

What we're looking for in our next teammate

Required Qualifications

* Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field - or equivalent practical experience.

* Hands-on experience delivering technical services or support in a customer-facing environment.

* Strong technical background with the ability to understand and troubleshoot complex issues.

* Excellent communication, problem-solving, and organizational abilities.

* Ability to manage multiple priorities and thrive in a fast-paced setting.

Preferred Qualifications

* 3+ years of experience in technical service/support roles.

* Experience in SaaS and cloud services.

* Familiarity with ITIL or similar service management frameworks.

* Experience with compliance, regulatory, or other relevant certifications (e.g., SOX).

* Familiarity with AI and automation technologies is a plus; an interest in exploring how AI can enhance operational efficiency is encouraged.

ABOUT FANDUEL

Fan Duel Group is the premier mobile gaming company in the United States and Canada. Fan Duel Group consists of a portfolio of leading brands across mobile wagering including:
America's #1 Sports book, Fan Duel Sports book; its leading iGaming platform, Fan Duel Casino; the industry's unquestioned leader in horse racing and advance-deposit wagering, Fan Duel Racing; and its daily fantasy sports product.

In addition, Fan Duel Group operates Fan Duel TV, its broadly distributed linear cable television network and Fan Duel TV+, its leading direct-to-consumer OTT platform. Fan Duel Group has a presence across all 50 states, Canada, and Puerto Rico.

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.

Fan Duel 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).

PLAYER BENEFITS

We treat our team right

We offer amazing benefits above and beyond the basics. We have an array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning,…