.This role has a strategic relevance and a significant impact supporting RHG's Digital business operations and strategies. We are looking for a DevOps Service Manager in charge of the DevOps Team & support team of Radisson Hotel Group public ecommerce website and mobile apps who acts as a pivot between all the technical teams. The role is to bridge service management processes with Agile and DevOps practices to ensure the seamless operation and continuous improvement of Digital IT services. In summary: To support the ongoing development programme providing help and management experience working closely with all the support teams involved in the website, internal and external. To ensure that professional application operations and application management services are delivered on an ongoing basis for RHG. A key dimension of the role is the interaction with 3rd party suppliers to the benefit of RHG and its strategy. Roles / Responsibilities: Technical knowledge: Basic knowledge of web architecture based on AWS ECS, APIs, and Akamai. Dynatrace management for alerting and monitoring is key. DevOps and Agile Integration into ITSM: Align IT service management processes with DevOps principles and Agile frameworks, ensuring they support continuous delivery, integration, and rapid iterations. Incident Management: End to end incident management, managing different teams with varying levels of technical expertise and translating issues within the platform, whether internal or third-party teams. Change and Release Management: Control the releases of the application and assist with CABs. Continuous Delivery Support: Supervise the DevOps team leading the CI/CD pipelines, ensuring change management and release management processes are lightweight and automated, allowing frequent and reliable releases. Automation & Tooling: Leverage automation tools (e.G., Jenkins, Ansible, ServiceNow) to streamline service management workflows, including incident tracking, response, resolution, change, and release management. Monitoring: Observability of the platform is a key responsibility and configuration. Dynatrace is the tool used but also CloudWatch. Service-Level Agreement (SLA) Management: Define, monitor, and improve SLAs and KPIs related to service uptime, response times, and customer satisfaction, ensuring continuous service alignment with business needs. Security & Compliance Integration: Ensure that security and compliance requirements are embedded within DevOps pipelines and service management practices. Accountabilities: Lead incident management efforts, root cause analysis, and effective resolution of issues, especially in a fast-moving DevOps environment. Implement and manage a lean change management process that aligns with the speed of DevOps pipelines and Agile releases