Job Description

Tech Ops Service Manager

Location: St Albans, UK (Hybrid) / Remote UK

Department:

Technology & Operations

Reports To:

CTO/Head of Technology

Company:

Traffic Label

About Traffic Label

Traffic Label is a performance marketing and technology company with nearly two decades of experience driving engagement and conversion within the iGaming and digital entertainment sectors.

As we continue to scale our platform operations, we're investing in a modern, agile IT Service Management capability -- balancing governance, automation, and delivery speed to support our global product teams.

About the Role

We're looking for an experienced

Tech Ops Service Manager

to enhance our

IT Service Management (ITSM)

practices while enabling efficient product delivery.



This role blends traditional ITSM disciplines --

Major Incident

,

Problem

,

Change

, and

Release Management

-- with modern

Agile/DevOps

principles.



You'll work closely with Technology and Product teams to ensure operational stability, fast recovery, and smooth, low-risk change delivery through Jira-based workflows.

Key Responsibilities

Major Incident Management:

Lead the response to critical incidents, ensuring rapid service restoration and clear stakeholder communication.

Problem Management:

Conduct proactive root cause analysis, identify trends, and prevent repeat incidents.

Change & Release Management:

+ Develop a lightweight Jira-based Change & Release framework aligned to Agile workflows.
+ Support sprint and release planning while ensuring safe, reliable deployments.
+ Drive automation and continuous delivery adoption.

Jira Service Desk Administration:

Configure and optimise workflows, queues, and dashboards to support ITSM and delivery metrics.

Continuous Improvement & Governance:

Embed pragmatic ITIL practices within Agile/DevOps environments and track KPIs, SLAs, and DORA metrics for ongoing optimisation.

Key Performance Indicators

Regular, predictable, and safe deployments aligned to business priorities. Short lead time for changes and fast mean time to restore (MTTR). Low change failure rate. Positive feedback from internal stakeholders on reliability and delivery support.

Skills & Experience

Proven experience in

Major Incident

,

Problem

,

Change

, and

Release Management

. Strong

Jira Service Desk

administration and configuration skills. Demonstrated success implementing

light-touch ITIL processes

in Agile/DevOps settings. Excellent communication, facilitation, and stakeholder management abilities. Analytical mindset with a focus on balancing stability and delivery speed.

Desirable

ITIL v4 certification

or equivalent. Experience in

Agile/DevOps

delivery models. Familiarity with observability, automation, or monitoring tools.

What We Offer

Competitive salary and performance-based bonus. Hybrid working model with flexibility for remote work across the UK. Collaborative, high-performance environment within a growing tech organisation. Opportunity to shape the ITSM and service delivery function for a global business.

Ready to build a world-class, agile service management culture?

Apply now to join Traffic Label's Technology & Operations team.