Service Management Lead
At Six Values, we are more than just a B2B betting and gaming technology company — we are creators of experiences that change people’s moods for the better.
We work with a range of global client brands - are we are in “scale up” mode, hiring the best and most highly motivated, fast working, bureaucracy hating, “I want to win but I’m not afraid to fail…”, team players. We provide B2B support services to multiple technology and gaming partners, we believe in the free market, and want to hear from the best of the best.
Purpose
Operation of the Incident & Service Management processes while leading and developing the support team. The role drives SLA design and compliance, automates support workflows, manages shift coverage, and aligns integrations/releases with effective support and continuous improvement.
Key Responsibilities
1. Service Management Process & Incident Ownership
Drive and document the Incident Management process, enforcing standardized ticket statuses, and automations (e.g., escalations, reminders, auto-closure).
Monitor service boards to ensure timely transitions and accurate categorization; intervene when tickets stall or breach SLAs.
Coordinate root cause analysis (RCA) and ensure that every incident has a clear post-mortem before closure.
Communicate clearly with operators, partners, and internal stakeholders during incidents, including escalation notices and resolution summaries.
2. SLA Design & Performance Management
Develop and review SLAs/OLAs that are SMART (Specific, Measurable, Achievable, Relevant, Time-bound) and tailored to different products and operators.
Align SLAs with commercial and product teams, ensuring that operator expectations, warranty periods, and support coverage are captured in service design.
Track and report SLA performance, including response times, resolution times, and breach analyses; recommend changes based on trends and customer feedback.
3. Technical Guidance & On‑Call Management
Maintain working knowledge of platform architecture, APIs, logs, and database queries to support effective triage and coaching.
Define and manage 24/7 shift schedules, ensuring global coverage and clear on‑call escalation paths.
Provide technical coaching to L1 and L2 support staff, reviewing troubleshooting steps and ensuring accurate data capture in tickets.
4. Integration & Release Alignment
Collaborate with Integration PMs and Release Managers to ensure smooth handover of new game integrations and B2C/B2B releases; verify that support playbooks, escalation paths, and warranty periods are defined and communicated.
Participate in release retrospectives and warranty windows, ensuring incidents are triaged within 24 hours and that learnings feed back into the integration and support processes.
5. Continuous Improvement & Knowledge Management
Maintain and enhance the knowledge base, runbooks, and Confluence pages; ensure all support procedures are documented and up to date.
Lead post‑mortems and continuous improvement initiatives, implementing automation and process enhancements to reduce incident volume and improve resolution times.
Encourage the support team’s involvement in process improvement, capturing suggestions and tracking improvement actions to closure.
6. Team Leadership & People Management
Apply company policies on security, communication, and data handling; ensure accurate time logging and capacity planning using Jira Tempo.
Track progress in HR Management Platform, and conduct quarterly performance reviews using objective metrics.
Coach team members, address performance issues constructively, and manage promotions and career growth in line with company guidelines.
Support recruitment and onboarding, participate in structured interviews, prepare onboarding plans, and conduct probation reviews.
Foster psychological safety, run regular 1:1 meetings, and build an inclusive culture focused on continuous learning and collaboration.
7. Communication & Reporting
Provide monthly and quarterly reports to management covering incident statistics, SLA performance, improvement initiatives, and resource needs.
Maintain an updated Confluence space with roles, processes, metrics, playbooks, and project documentation.
Summarize company and departmental announcements for the team to ensure alignment with broader business goals.
Skills & Competencies
Strong understanding of ITIL/ITSM practices, especially Incident, Problem, Change, and Service Design.
Experience designing and managing SLAs and automating support workflows.
Technical proficiency with logs, APIs, SQL, and troubleshooting, preferably within the iGaming ecosystem.
Familiarity with ticketing and collaboration tools (Jira Service Management, Tempo, Confluence, GitLab, TestRail, Slack, Teams, Microsoft 365, Google Workspace).
Proven ability to manage 24/7 support teams, including shift scheduling and on‑call rotations.
Leadership and coaching skills, with a focus on psychological safety and continuous improvement.
Excellent stakeholder management and communication skills, both written and verbal.
Success Metrics (KPIs)
SLA compliance rate across all support tickets and services.
Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) by severity level.
Number of repeat incidents and reduction trends over time.
Accuracy of ticket status and transitions.
Operator/partner satisfaction scores (CSAT).
Knowledge base coverage and usage, including runbook updates and training materials.
Team engagement and retention, measured through performance reviews and feedback.
Completion rate of continuous improvement actions, ensuring post‑mortem findings lead to measurable improvements.
Why Join Us:
Be part of a fast-growing, innovative company with a clear vision and mission.
Work in a dynamic, collaborative environment that values speed, clarity, and decisiveness.
Take ownership of a critical role with the opportunity to make a significant impact on the business.
Join a team of highly motivated, talented professionals who are passionate about delivering exceptional experiences.
About sixvalues
Our vision is to elevate the mood of people everywhere, making every interaction more engaging, rewarding, and memorable. Through cutting-edge technology and a real commitment to excellence, we aim to revolutionize how people connect with digital experiences, transforming the world of betting and gaming technology.
Our mission is simple yet ambitious: to be a fast-moving, highly efficient tech company that brings joy and excitement to players by delivering top-tier solutions for operators. From website and application development to data analytics and payment systems, everything we do is designed to create seamless, thrilling experiences for our partners and their customers.