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 24/7, 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.