Job Description
This role is accountable for owning the end-to-end service relationship with assigned customers, acting as the single
point of accountability for service quality, performance and continual improvement. Operating within an ITIL-aligned service
management framework, you will work closely with customers and internal teams to ensure services are delivered in line with
agreed SLAs, drive continual service improvement (CSI), and build trusted, long-term partnerships based on transparency
and outcomes.
Own and manage the service relationship with assigned customers, acting as the primary point of contact for all
live service matters.
• Represent the customer within Scientific Games, ensuring service performance, risks and improvement opportunities
are clearly understood and acted upon.
• Lead and maintain ITIL-based service governance, including service reviews, SLA reporting, KPI tracking and
escalation management.
• Develop, agree and track Continual Service Improvement (CSI) plans, driving measurable improvements in
service quality, resilience and customer satisfaction.
• Coordinate with internal teams across service operations, engineering, infrastructure, testing and delivery to
resolve incidents, problems and service risks.
• Ensure timely and effective handling of incidents, problems and major service events, including customer
communication and post-incident reviews.
• Monitor service performance trends and proactively identify risks, dependencies and improvement opportunities.
• Support service onboarding, transitions and changes, ensuring customers experience smooth and controlled service
evolution.
• Prepare and deliver regular service reports, reviews and executive-level presentations to customer stakeholders.
Salary Range: 80,000.0 GBP - 90,000.0 GBP
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Strong experience (5+ years) in a Service Relationship Manager, Service Delivery Manager or IT Service
Manager role.
• Solid working knowledge of ITIL (v3 or v4) and practical experience applying ITIL principles in a live service
environment.
• Experience managing complex, mission-critical B2B technology services, ideally in regulated or high-availability
environments.
• Comfortable working across technical teams, with a good understanding of software platforms, infrastructure and
operational support models.
• Proven ability to build trusted customer relationships and operate confidently with senior stakeholders.
• Strong analytical skills, able to interpret service data and turn insight into improvement actions.
• Excellent communication and stakeholder management skills.
• Fluent in English, both written and verbal.
• ITIL certification is strongly preferred (Foundation minimum; higher levels a plus).
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.