Service Management Specialist

Position: Service Management Specialist
Location: Kraków, Poland

Company Overview

Playbook Engineering is an innovative leader in the betting and gaming industry, committed to redefining entertainment and delivering top-tier solutions. Our state-of-the-art, scalable, and modular platforms are developed by a dedicated engineering team, serving clients worldwide from our strategic offices in Kraków and London. Join us on our mission to revolutionize the betting experience.

Position Overview

As a Service Management Specialist, you will play a crucial role in ensuring the smooth operation of Playbook Engineering’s services. You will be responsible for Incident Management, Change Management, Problem Management, and Scaling, ensuring IT services and infrastructure run efficiently while driving continuous improvement.

This role offers an exciting opportunity to work in a dynamic environment where you will collaborate with multiple teams, address technical challenges, and enhance service reliability. If you are a proactive problem-solver with strong communication skills, a can-do attitude, and a passion for learning, we encourage you to apply.

A keen interest in cybersecurity is a plus, aligning with our commitment to resilient and secure infrastructure.

Key Responsibilities

Incident Management:

• Rapidly restore services by classifying, diagnosing, and resolving incidents with DevOps and Development teams.
• Communicate timely updates to stakeholders and ensure transparency throughout the incident lifecycle.
• Conduct postmortems with Root Cause Analysis (RCA) to prevent recurrence.
• Monitor and improve service performance against SLAs and business targets.
• Lead major incident resolution efforts, coordinating cross-functional teams.
• Maintain an on-call duty schedule and actively participate as needed.
• Conduct service reviews with stakeholders to align priorities and drive improvements.
• Provide regular reports on service performance, incidents, and improvements.
• Participate in a rotational on-call schedule for 24/7 support.

Problem Management:

• Identify and analyze recurring issues, collaborating with teams to implement permanent fixes.
• Maintain a knowledge base to enhance troubleshooting and prevent repeat incidents.

Change Management:

• Assess, prioritize, and oversee change requests to minimize disruptions.
• Facilitate Change Advisory Board (CAB) meetings to evaluate risks and dependencies.
• Coordinate and ensure smooth change implementation.

Scaling & Performance Management:

• Work with Trading/DevOps teams to assess system scalability and optimize performance.
• Monitor and enhance infrastructure for reliability and efficiency.

Collaboration & Process Improvement:

• Partner with development and operations teams to resolve issues and improve service quality.
• Maintain technical documentation and follow best practices.
• Contribute to automation initiatives (e.g., Python-based Jenkins pipelines).
• Continuously identify and implement process improvements.

Qualifications/Requirements

Essential Skills:

• Excellent Communication Skills – Ability to communicate technical information clearly to both technical and non-technical stakeholders.
• Can-Do Attitude – Proactive and solution-oriented approach to challenges.
• Adaptability & Change Management – Comfortable working in a fast-changing environment and supporting continuous improvement initiatives.
• Calm & Thorough Approach – Works well under pressure, ensuring accuracy and thorough analysis.
• Desire to Learn – Willingness to develop new skills and stay updated on industry trends.
• Fluent in English and Polish – Strong verbal and written communication skills in both languages.
• On-Call Support Readiness: Willingness and ability to participate in 24/7 on-call rotations to ensure rapid response to critical incidents. Capability to provide prompt and effective support during out-of-hours incidents, ensuring minimal downtime and impact.

Preferred Skills & Qualifications:

• Strong understanding of IT Service Management (ITSM) frameworks (e.g., ITIL) with a focus on incident, problem, and change management.
• Experience in service monitoring, analysis, and performance optimization.
• Ability to lead crisis situations and collaborate across technical and business teams.
• Strong communication and stakeholder management skills.
• Analytical mindset with expertise in RCA and continuous improvement methodologies.

What We Offer

• Competitive Salary: Attractive compensation package commensurate with experience.
• Professional Development: Access to an e-learning platform and the opportunity to develop a personalized growth plan to enhance your skills and career trajectory.
• Benefits: Comprehensive healthcare coverage and fitness perks.
• Flexible Working Hours: Adaptable to coordinate with team members and stakeholders.
• Additional Perks: Access to the company library, table soccer, game console, bike parking, and an employee referral program.