Service Manager

Join Novibet as a Service Manager!

Are you ready to take on a key role in a dynamic, fast-growing company? If you have a passion for Service Management and thrive in a fast-paced environment, this could be the right opportunity for you.

Who We Are

Founded in 2010, Novibet is an established GameTech company operating in Europe, the Americas, and ROW countries (Greece, Brazil, Ireland, Finland, Mexico, Chile, Ecuador, Cyprus, and New Zealand), with hubs in Greece, Malta, Brazil, and Mexico and 1200+ employees across all countries of operation. We are committed to staying at the forefront of technological advancements, continually pushing boundaries and delivering seamless entertainment and online gaming experiences to our rapidly expanding customer base.

Why Novibet

At Novibet, you are empowered to excel, prioritising growth through listening and learning as part of a group of forward-thinkers and doers continuously adapting to new challenges. We are equally committed to fostering a positive, inclusive, and supportive workplace culture that empowers every individual to thrive.

Join us, and you will be part of a team of over 1,200 people worldwide that values collaboration, innovation, and personal growth.

What you will work on

• Oversee and ensure the effective execution of Incident, Problem, and Change Management processes in line with ITIL best practices.
• Act as the primary point of contact for service-related issues, escalations, and major incidents, ensuring timely resolution, root cause analysis, and reporting for Critical and High severity incidents.
• Monitor service performance against SLAs and KPIs, analyze trends, and implement corrective and preventive actions as needed.
• Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer satisfaction.
• Serve as the key liaison between technical teams, business units, and customers, ensuring clear communication, alignment of priorities, and effective service delivery.
• Collaborate closely with Development, Product Management, and Product Owners to track ongoing issues and upcoming feature releases impacting service delivery, and actively participate in release and delivery planning.
• Communicate service status, capabilities, risks, and planned changes to stakeholders, including executive leadership and business users.
• Assess service and project risks, proposing and implementing mitigation plans to maintain service stability and performance.
• Maintain and continuously improve the Services CMDB, ensuring accuracy, completeness, and alignment with operational reality.
• Align closely with Global Service Managers to proactively identify and address issues impacting specific countries or regions, ensuring consistency and high-quality service delivery across geographies.

What you bring

• Bachelor’s degree in Information Technology, Engineering, or a related field; a Master’s degree is a plus.
• Strong experience in IT Service Management, preferably in a Service Manager, IT Operations Manager, or similar role.
• Solid understanding and hands-on experience with ITIL practices, especially Incident, Problem, and Change Management.
• Proven ability to manage major incidents, lead cross-functional response teams, and drive root cause analysis and corrective actions.
• Experience in monitoring and managing services against SLAs, KPIs, and operational metrics.
• Strong stakeholder management skills, with the ability to communicate effectively with technical teams, business leaders, and executive stakeholders.
• Experience working closely with Development and Product teams, including participation in release planning and service readiness activities.
• Strong analytical, organizational, and problem-solving skills, with a continuous improvement mindset.
• Excellent communication skills in English (written and verbal); additional languages are a plus.
• ITIL certification (Foundation or higher) will be considered a strong asset.

What we offer

We truly value our people at Novibet! Within our vibrant, dynamic, and fast-paced environment, we encourage everyone to reach their full potential while enjoying every step of the journey. Here’s how we make that happen:

• Competitive Compensation: Attractive salary and bonus scheme
• ‍⚕Health insurance: Group health & medical insurance package
• Top-Notch Equipment: All the tools you need for your role
• Career Growth: Focused career development, performance management, and training opportunities
• Alternative Transportation: Shuttle buses & Carpooling options
• Free access to our in-house gym to keep you energized
• Inclusive Environment: A welcoming, international, and multicultural team
• Engaging Activities: Exciting events, sports, and team-building activities

At Novibet we value diversity and are committed to an inclusive and equitable workplace. All decisions regarding recruitment, hiring, promotion, compensation, employee training and development, and all other terms and conditions of employment, are made without regard to race, religious beliefs, color, gender identity, sexual orientation, marital status, disability or chronic disease, age, ancestry or place of origin.