Service Manager (Igaming)

TL;DR

Service Manager (Igaming): Overseeing daily operations, SLA monitoring, and service performance of external partner-operated online casino studios with an accent on operational control, incident management, and SOP adherence. Focus on ensuring service integrity during maintenance windows, validating performance data, and escalating critical issues to safeguard studio continuity.

Location: Birkirkara, Malta (Onsite)

Company

hirify.global is a dynamic company operating within the online casino and gaming industry.

What you will do

• Provide daily operational oversight of partner studios to ensure adherence to SLAs, KPIs, and contractual requirements.
• Monitor studio operations including availability, game up-time, and presenter performance.
• Ensure active presence and oversight during scheduled and ad-hoc studio maintenance activities.
• Manage incident resolution, ensuring timely communication and structured logging of service disruptions.
• Validate partner-provided data and produce accurate operational reports on performance and risks.
• Act as the primary operational interface between the partner studio and internal stakeholders.

Requirements

• 4+ years of experience in online casino operations, live casino studios, or regulated service environments.
• Strong understanding of SOP-driven operational models and SLA/KPI management.
• Experience working with external partners or service providers.
• Excellent written and verbal communication skills.
• Ability to work flexible hours, including evenings and weekends for critical incidents or maintenance.
• High attention to detail and ability to enforce standards in a professional manner.

Culture & Benefits

• 24 days of paid holiday per year plus local public holidays.
• Life Assurance (2x annual salary) and Private Medical Insurance.
• Access to an in-house gym and €400 annual wellness allowance.
• Lunch and fruit provided at the office.
• Team building opportunities and local discounts.
• Supportive and inclusive team environment focused on personal growth.