Infrastructure Core Services Process Manager

About the role

Playtech, a gaming technology company listed on the London Stock Exchange, is looking for a proactive and detail-oriented Infrastructure Core Services Process Manager. The role brings structure, clarity and continuous improvement to the infrastructure environment, working closely with technical and operational stakeholders to improve and create processes and strengthen service governance. It is open to candidates based in Tallinn or Tartu, Estonia, and reports to the Infrastructure Operation Manager.

Key responsibilities

• Develop and maintain the Infrastructure Core services catalog, service documentation standards and operational governance documentation.
• Analyse, design and improve operational processes across Infrastructure Core teams, and design new processes where none exist.
• Identify process gaps, risks and improvement opportunities and drive actions through to completion.
• Promote consistency, transparency, governance standards and best practices across infrastructure operations.
• Develop reporting and tracking mechanisms to support process performance and operational visibility.
• Establish and improve service ownership, accountability and lifecycle management, and facilitate cross-team alignment on governance and operational responsibilities.
• Support audit, compliance and governance initiatives by maintaining effective processes, controls and documentation.

Required profile

• Proven experience in process management, service management, IT operations, infrastructure governance, business analysis or a similar role.
• Solid understanding of infrastructure domains such as networks, systems, cloud, platform, database, monitoring or security services.
• Ability to structure, document and improve complex technical or operational processes.
• Excellent communication and stakeholder management skills, and a strong analytical mindset.
• Comfortable managing multiple initiatives simultaneously.

Required skills

• Hands-on experience with collaboration and service management platforms such as Jira, Confluence, ServiceNow, CMDB or Monday.com.
• Extra points for ITSM (Incident, Problem, Change Management), service catalog definition, RACI/RASCI and governance frameworks, cloud/networking/security knowledge, and ITIL, Lean or Six Sigma certifications.