Director of Service Management​/Remote​/iGaming​/Atlassian

A rapidly growing global iGaming operator headquartered in Los Angeles is seeking a Director of Service Management to lead enterprise ITSM strategy across a 24/5, high availability sports book 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.

• 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

• 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 Dev Ops operating models
• Experience leading service transformation initiatives
• Exposure to compliance frameworks in regulated markets

• 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

• 40% Hands‑On (JSM optimization, SLA configuration, automation, reporting)
• 35% Management Duties (team leadership, vendor oversight, executive reporting)
• 25% Team Collaboration (Dev Ops, Infrastructure, Product, Compliance teams)

• 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.