Role Overview

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.

Requirements

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.

Tech Stack

ITSM

Benefits

💰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

Novibet

Open Positions (1)

Management

Service Manager