Introduction to Playbook
Playbook is an innovative company driven by a passion for delivering top-tier entertainment in the world of betting. We firmly believe that betting should be an exhilarating experience, and our mission is to empower operators with the tools they need to not only attract and retain customers but also to provide them with the highest level of entertainment.

Our Commitment to Operators
At Playbook, we are committed to providing operators with a comprehensive suite of solutions that go beyond the ordinary. Our dedicated engineering team has developed a cutting-edge platform that is highly scalable and modular, allowing businesses to tailor it to their unique needs. We understand that no two operators are the same, and we're here to support their vision and goals.

Global Presence
With offices strategically located in Krakow and London, Playbook is well-positioned to serve clients on a global scale. We pride ourselves on offering tailored solutions.
At Playbook, we are dedicated to redefining the betting experience, and we invite you to join us on this journey.

Job Overview:

As a Service Management Specialist, you will play a crucial role in ensuring the smooth operation of Playbook Engineerings services within the organisation. You will be responsible for supporting incident and change management processes, assisting in the configuration of monitoring and alerting systems, and maintaining service level agreements (SLAs) and process documentation. Additionally, you will contribute to risk assessments and processes related to business continuity planning (BCP) while participating in on-call rotations to provide support outside of regular business hours.

This role offers an exciting opportunity to work in a dynamic environment where you will collaborate closely with various teams to address technical challenges and drive continuous improvement initiatives. If you have excellent communication skills, a can-do attitude, a desire to learn, and a knack for embracing change while remaining calm and thorough, we encourage you to apply. A keen interest in cybersecurity is considered a bonus, as it aligns with our commitment to maintaining a secure and resilient infrastructure. Join us in shaping the future of our platform and making a positive impact on our organisation's success.

What you will be doing?

• Support Incident and Change Management Processes:
  • Respond promptly to incidents and service requests, ensuring proper resolution within agreed-upon SLAs.
  • Coordinate with various teams to troubleshoot and resolve incidents, minimising impact on business operations.
  • Facilitate change requests, ensuring proper documentation, approvals, and execution while adhering to change management processes.
• Assist in Configuration of Monitoring and Alerting Systems:
  • Collaborate with the IT team to configure and optimise monitoring tools to ensure proactive identification of potential issues.
  • Set up alerting mechanisms and thresholds to promptly notify stakeholders of any deviations from normal operation.
• Assist in Maintaining SLAs and Process Documentation:
  • Monitor and report on service level agreements (SLAs), ensuring compliance and identifying areas for improvement.
  • Contribute to the maintenance and update of process documentation, ensuring accuracy and accessibility for all stakeholders.
• Assist in Risk Assessments and Processes Related to BCP:
  • Participate in risk assessment activities to identify potential threats and vulnerabilities to business continuity.
  • Assist in the development and implementation of Business Continuity Plans (BCP), ensuring readiness to mitigate and recover from disruptions.
• Participate in On-Call Rotations:
  • Actively participate in on-call rotations to provide support outside of regular business hours, ensuring continuous service availability.
• Interest in Cybersecurity (Bonus):
  • Demonstrate a keen interest in cybersecurity practices and contribute ideas to enhance the organisation's security posture.
  • Stay updated on emerging threats and industry best practices to proactively address potential security risks.

• Great Communication Skills:
  • Effectively communicate technical information to both technical and non-technical stakeholders.
  • Actively listen to understand the needs and concerns of users and team members.
• Can-Do Attitude:
  • Approach challenges with a positive mindset and a proactive approach to problem-solving.
  • Demonstrate resilience and determination in overcoming obstacles to achieve objectives.
• Embraces and Supports Change:
  • Adapt to changing priorities, processes, and technologies with flexibility and openness.
  • Actively support organisational initiatives aimed at driving positive change and improvement.
• Calm and Thorough:
  • Maintain composure and focus in high-pressure situations, ensuring thorough analysis and resolution of issues.
  • Pay attention to detail to ensure accuracy and completeness in all tasks and deliverables.
• Desire to Learn:
  • Exhibit a continuous learning mindset, seeking opportunities to expand knowledge and skills in relevant areas.
  • Embrace new technologies and methodologies to enhance job performance and contribute to organisational success.

• Fluent in English and Polish

What We Offer

• Health Care (Luxmed) for free
• Co-financed Multisport Card
• Conference and training budgets 
• English courses financed by us
• Company library
• Possibility of hybrid / office work
• Flexible working hours - 7/10 - 15/18
• Attractive office location in the heart of Krakow - Rynek Główny 6
• Top-notch equipment
• Table Soccer and Game console
• Employee referral program
• Online recruitment process