Service Manager - Change Management

What are we building? Hard Rock Digital is a fiercely focused team working to become the best online sportsbook, casino, and social gaming company in the world. We’re building a deeply curious team with a passion for learning, operating, and building new products and technologies for millions of consumers. We’re customer-obsessed - we care about each customer interaction, experience, behavior, and insight, and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space - ready to join us?

What’s the position? We are looking for an experienced Service Manager to strengthen our Service Operations team and play a key role in our Change Management process. You will oversee the full lifecycle of infrastructure change using the 7 R’s approach. That covers Request for Change (RFC) intake, risk assessment, planning, communication, implementation and post-change review.

You will work closely with Release Management, DevOps, Site Reliability Engineering (SRE), the Network Operations Center (NOC), Compliance, Security, Quality Assurance (QA) and Delivery Management. Together you will make sure changes are controlled, compliant and well coordinated in a fast-moving production environment that includes AWS, Kubernetes, CI/CD, network and platform infrastructure.

Change Management (Primary Scope)

• Triage, analyze, and classify incoming RFCs for Infrastructure Production systems
• Check RFCs for quality: completeness, clarity, lower-environment testing, links to projects or incidents, and implementation, validation and back-out plans
• Assess change risk using the standardized Risk Assessment Matrix
• Identify when Compliance approval is required (data access, network/firewall changes, firmware/OS updates, database maintenance, vendor-recommended security upgrades)
• Plan changes within approved Change Windows, in line with the Release Calendar and Major Business Events (e.g., NFL)
• Prepare and lead the weekly CAB meeting
• Create, manage, and maintain RFC records through completion, with proper documentation for audit and operational continuity
• Coordinate with DevOps, SRE, QA and NOC teams so implementations go smoothly and safely
• Send proactive communications before, during, and after changes across the relevant Slack channels
• Manage dedicated Slack channels for complex changes so stakeholders have real-time visibility
• Maintain the Maintenance Calendar and Maintenance Schedule in Confluence
• Store completed change history for audit, knowledge management, and service continuity
• Support Emergency Changes, including taking part in Emergency CABs
• Review and log retrospective changes introduced during major incidents
• Contribute to Change Performance Reporting against set KPIs and other initiatives

Collaboration with Release Management

• Coordinate changes that are tied to or depend on bi-weekly releases
• Understand release workflows, cut-offs, compliance steps, QA validation, and hotfix processes
• Take part in Go/No-Go meetings and Release Implementations where required

Incident & Problem Management Support

• Take part in Post-Change Reviews (PCRs) when a change has caused unplanned service impact
• Feed lessons learned back into runbooks and risk scoring

Other Responsibilities

• Monitor key Slack channels (e.g., Service Alerts, Production Incidents, DevOps) for issues that could affect upcoming changes
• Take part in Continual Service Improvement (CSI) initiatives, including process and tooling improvements
• Build strong communication and collaboration across engineering, product, and operations teams

What are we looking for?

• 3+ years in Change Management, Service Management, Incident/Problem Management, or similar roles
• Experience in cloud or distributed infrastructure environments, ideally with AWS, Kubernetes, and DevOps practices
• Hands-on experience managing changes in ITIL-based or ITIL-aligned organizations
• Experience in highly regulated organizations
• Experience running CAB meetings and coordinating technical teams
• Proficiency with ITSM ticketing tools (e.g., Jira, ServiceNow) and collaboration tools (e.g., Confluence, Slack)
• Practical experience using AI assistants (e.g., Claude, ChatGPT, Microsoft Copilot) to speed up change documentation, RFC quality reviews, and stakeholder communications
• Experience building or using AI Skills or Agents embedded in ITSM tools (e.g., Claude Skills, Jira Automation AI, Atlassian Intelligence)
• Familiarity with workflow automation tools that integrate AI (e.g., Power Automate, Jira Automation) to reduce manual work in change routing and notifications
• Ability to write prompts that produce consistent, accurate output for ITSM workflows (RFC narratives, risk summaries, CAB agenda items, PCR reports)

Skills & Competencies

• Excellent written and verbal communication
• Strong analytical mindset and close attention to detail
• Problem Management
• Ability to prioritize, multitask, and manage time under pressure, working with the team to renegotiate deadlines when needed
• Confident stakeholder management, including constructively challenging Change Requestors and Implementors
• Ability to manage multiple resources and stakeholders when planning and delivering change, especially high-risk or complex change
• Strong process design and ownership
• Critical review of AI-generated content before it is used in production workflows or regulatory-facing documentation
• Clear understanding of where AI-assisted drafts end and human-owned decisions begin, especially in compliance-sensitive changes

Preferred Qualifications

• Understanding of AWS fundamentals, networking, security concepts, or CI/CD toolchains
• ITIL Certification (minimum Foundation)
• Experience in organizations practicing DevOps, SRE, or Continuous Delivery
• Formal AI literacy training or certification (e.g., Microsoft AI Fundamentals, Anthropic prompt engineering, Google AI Essentials)

What’s in it for you? We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits
• Flexible vacation allowance
• Startup culture backed by a secure, global brand

Roster of Uniques We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).