Service Delivery Manager
Brightstar LotteryBrightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com.
Role Overview:
The Service Delivery Manager is responsible for the end-to-end delivery and operational performance of all contracted services provided to Loterie Nationale (Luxembourg).
The Service Delivery Manager works within the business organization of Brightstar and collaborates with delivery, project, operational, support, and customer care teams involved in providing services across Lottery Retail and Online Channels, Operations, and Field Services.
The Service Delivery Manager reports to the Account Development Manager and is accountable for ensuring service quality, operational efficiency, customer satisfaction, and contractual compliance across all delivered services. The role works closely with the Account Development Manager to support customer engagement, identify service improvement opportunities, and contribute to the long-term success of the account.
Main Responsabilities:
- Act as the primary operational contact for Loterie Nationale regarding service delivery matters.
- Ensure customer satisfaction across all delivered services, including Lottery Retail and Online Channels, Operations, and Field Services.
- Monitor and manage service performance against contractual commitments, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets.
- Ensure services are delivered in accordance with contractual requirements, policies, procedures, and agreed service management processes.
- Lead regular service review meetings, governance forums, and operational performance discussions with the customer.
- Manage service-related risks, issues, customer escalations, and corrective action plans to ensure service continuity and customer satisfaction.
- Coordinate cross-functional teams to ensure effective and efficient delivery of all contracted services.
- Drive continuous service improvement initiatives and operational excellence across all service domains.
- Support Incident, Problem, Change, and Service Request Management processes in accordance with ITIL best practices.
- Ensure accurate service reporting and timely communication to both customer and internal stakeholders.
- Collaborate with project teams to support service transitions, new implementations, and the operational readiness of new solutions and services.
- Provide operational leadership and coordination across internal teams, including virtual and geographically distributed teams.
- Partner with the Account Development Manager to identify service enhancement opportunities, support customer initiatives, and contribute to the development of the account.
- Foster collaboration between operational, technical, and business teams to ensure alignment with customer objectives.
- Anticipate customer needs and proactively address operational challenges through effective planning and stakeholder engagement.
Key Responsabilities:
- Excellent interpersonal and stakeholder management skills at all levels, particularly in customer-facing environments.
- Strong knowledge of IT service delivery processes and IT Service Management (ITIL) principles.
- Ability to prioritize multiple tasks and manage competing demands in a dynamic and fast-paced environment.
- Strong problem-solving skills and the ability to remain calm and effective under pressure.
- Excellent organizational, presentation, communication, and customer service skills.
- Demonstrated ability to build trusted customer relationships and work effectively across cross-functional teams.
- Fluent in English; French is highly desirable.
Experience:
- Minimum 5 years of experience in a Service Delivery, Service Management, IT Operations, or Managed Services environment.
- Proven track record of successfully delivering services within complex customer environments and cross-functional organizations.
- Experience managing customer relationships, service governance, SLA performance, and operational reviews.
- Experience leading virtual teams and coordinating multiple stakeholders across business and technical functions.
- Experience within lottery, gaming, regulated industries, or other customer-critical operational environments is considered an advantage.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Information Systems, or a related field.
- ITIL Foundation certification or equivalent Service Management certification is desirable.
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Brightstar is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. Brightstar is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.
All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.
For more information, please visit www.brightstarlottery.com.