Service Manager

As a Service Manager, you will be a key figure in our Service Operations function, reporting to Head of Service Operations, ensuring the efficiency and effectiveness of our services. This role demands professional and proven expertise in Delivery, Service Management, Incident and Problem Management and a strong focus on service delivery in a diverse technology and operational environment. 

Expertise in the Gaming industry is desirable as well as a good technology foundation in online systems and consumer services. This position requires a unique blend of strong communication skills, technical expertise, and troubleshooting acumen to maintain the high standards expected in our business 

Key Responsibilities: 

 Communication and Collaboration: 

• Maintain open lines of communication with internal teams and stakeholders to ensure a coordinated response.
• Provide clear and concise updates to management and relevant stakeholders.
• Foster a collaborative environment to facilitate knowledge sharing and cross-functional problem-solving. 
• Oversee day-to-day service operations, ensuring SLAs and KPIs are consistently met.
• Manage incident, problem, and change management processes in alignment with ITIL best practices.
• Collaborate with cross-functional teams (e.g., Product, Tech, Customer Support) to resolve service issues and improve workflows.
• Analyze service data to identify trends, risks, and opportunities for improvement.
• Act as a point of escalation for complex service issues and ensure timely resolution.
• Prepare and present regular reports to senior management on service performance and initiatives.

• Ensure compliance with internal policies, regulatory requirements, and industry standards.

   

Technology Expertise: 

• Possess in-depth knowledge of gaming systems, infrastructure, development and technologies to effectively troubleshoot and resolve issues. 
• Stay current with industry trends and emerging technologies to enhance the overall gaming service capabilities 

      Qualifications: 

• Bachelor's degree in Information Technology, Computer Science, or a related field. 
• Proven experience in Incident and Problem Management, preferably within the gaming industry. 
• Strong knowledge and management of ITIL tools such as Jira 
• Strong technical background with a focus on gaming systems, networks, development and infrastructure. 
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders. 
• Excellent communication skills, both verbal and written.
• Fluent in English.
• Analytical mindset with experience in data-driven decision-making.
• Ability to work in a fast-paced, dynamic environment.
• Flexibility to work outside standard hours when needed.

      Attributes: 

• Analytical mindset with a focus on problem-solving and root cause analysis. 
• Strong organisational skills with the ability to prioritize and manage multiple tasks in a high-pressure environment. 
• Proactive and forward-thinking approach to incident and problem management. 
• Passion and a commitment to delivering exceptional client service and user experiences.