Service Manager

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Assume responsibility for the reliability, performance, and ongoing enhancement of our services.

• Advocate for operational excellence by ensuring adherence to SLAs, managing KPI reporting, and overseeing tool management.

• Oversee and optimize Internal IT operations, prioritizing access control, security compliance, and subscription/license budgeting.

• Define, monitor, and report on SLAs, KPIs, and service health metrics to stakeholders and senior management.

• Ensure appropriate tooling and monitoring platforms are established, consistently evaluated, and aligned with business requirements.

• Collaborate with Platform Engineering, Product, and Delivery teams to enhance reliability and scalability across services.

• Lead service reviews and manage communication regarding service performance, risks, and improvement initiatives.

• Promote a culture of ownership and continuous improvement within the support and IT departments.

⛳️ Requirements

• A minimum of 5 years of experience in Service Management, Technical Operations, or IT Leadership roles within mission-critical environments.

• In-depth knowledge of ITIL practices with the ability to apply them pragmatically in a high-growth setting.

• Practical experience in incident, problem, and change management, including conducting RCAs and service reviews.

• Familiarity with monitoring and telemetry tools and the ability to guide teams in their application.

• Strong understanding of access management, SaaS subscriptions, and IT operations in a cloud-first organization.

• Demonstrated capability to define, track, and communicate KPIs, SLAs, and service health metrics at both technical and business levels.

• Exceptional communication skills, with the ability to convey complex operational details into clear updates for leadership and stakeholders.

• A proactive, self-reliant leader who empowers teams and ensures accountability throughout service delivery.

• Experience with Web3 platforms and technologies, including non-custodial wallets and associated integrations, is a significant plus; iGaming experience would be beneficial.

🏝️ Benefits

• A mature, mission-driven, and low-ego culture.

• Emphasis on clarity over noise, outcomes over theatrics, and maintaining pace without chaos.