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Service Lifecycle Analyst (12 Month FTC)

Job Reference:
Job Title:
Service Lifecycle Analyst (12 Month FTC)
Company Name:
Salary Band:
Highly Competitive
Salary Details:
Excellent + Free SkyQ + loads more!
Job Level:
Junior / Executive Level
Job Type:
Location / Region:
Closing Date:

At Sky Betting & Gaming we don't have Teams we have Tribes. Each Tribe is made up of small, agile and autonomous squads who work collaboratively with a shared purpose.

So whether you join our Bet Tribe, Early Careers Tribe or anything in between, you will work with a group of people with raw energy, natural talent, and the kind of spirit that helps us think big, act bold, and change the game.

It all means that we've created the kind of workplace that wins awards such as a place on the prestigious list of Sunday Times 100 Best Companies to Work For.

Join the Bet tribe on a 12 month Fixed term contract in our Leeds city centre office, the role should then go full time.

Who are you:

* Self-motivated with energy and drive for continuous improvement and a focus on delivering results.
* You will bring experience and knowledge of the major ITIL disciplines including Change, Incident, Problem and Configuration Management.
* Experience of working in a fast paced technology driven environment.
* Proven customer facing and problem solving skills with ability to work in a team and with all levels of stakeholders, with good influencing and interpersonal skills

What you'll do:

As Service Lifecycle Analyst for the Bet Tribe you will provide day to day support for the Bet Trading, Bet Customer and Bet Partner Service Lifecycle Managers. This includes but is not limited to the change control process, release management, problem management, incident management and reporting of various key performance indicators (KPI's). You will operate within an Agile Delivery methodology with high velocity of change whilst maintaining service stability.

How you'll do it:

* Produce reports as required by the Tribe to track service performance and availability including weekly and monthly error budgets.
* Working closely with Service Desk and tribe squads, perform proactive trending of incidents to drive improvements and problem management to reduce Incident recurrence and reduce mean time to recovery (MTTR).
* Support SLM's with the Service Catalogue, ensuring all Business to Technical service creation is correct with links into the CMDB.
* Facilitate the delivery of service improvement activities (SIPs), ensuring the timely delivery of agreed actions and service enhancements across the platform.
* Provide cover for the SLM's and other SLAs within Service Operations in their absence, this may include chairing the weekly internal service review meeting, Change Advisory Boards (CABs) and completing weekly reporting metrics.
* Working knowledge of ITSM systems such as Remedy, JIRA, Cherwell or similar is essential in order to produce performance reporting for the leadership team and beyond
* Producing engaging information for the business on error budgeting to show how our products and services are performing.


  • Experience of Service Management in a fast paced, technology driven environment
  • ITIL v3 Foundation
  • Experience of facilitating post-incident reviews and follow-up actions
  • Experience of using service management tools e.g. Service Now, Cherwell etc


  • Experience of Service Lifecycle Management for external suppliers
  • Knowledge of agile working techniques
  • Agile Foundation
  • Experience of Jira or similar ticket-tracking tools
  • A passion for sport

How we work:

  • We work closely with colleagues in all positions, so a high level of interpersonal skill is important to us.
  • Service Management within SB&G is a community across the various Tribes; you must be willing to learn from others and share your own experiences. We strive to constantly improve our ways of working.
  • Our '10% time' policy means Friday afternoons are your time to remain at the top of your game.

Based in Yorkshire, we have grown to become one of the UK's leading online betting and gaming companies. A business driven by bleeding edge technology, that brings the excitement of sports betting, casino games, poker and bingo to over 700,000 customers a day & growing!

It's a workplace like no other, with a mission to make Betting & Gaming better.

And we want you to be part of it.

Our People Ambition is to attract & develop diverse & talented people to meet the current and future growth needs of SB&G. Together, our aim is to create the Best Digital Business to work at.

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