Service Management Lead

About the role

Six Values is looking for a Service Management Lead to own and operate Incident & Service Management processes while developing the support team. You will design SLA frameworks, automate workflows, manage 24/7 shift coverage and ensure continuous improvement across our B2B betting and gaming technology services.

Key responsibilities

• Drive and document the Incident Management process, enforce standardized ticket statuses, automations and monitor service boards for SLA compliance.
• Coordinate root‑cause analysis, ensure post‑mortems are completed before ticket closure and communicate updates to operators, partners and internal stakeholders.
• Develop, review and track SMART SLAs/OLAs for different products, aligning them with commercial and product teams and reporting performance.
• Maintain working knowledge of platform architecture, APIs, logs and database queries to support triage and coach L1/L2 staff.
• Define and manage 24/7 shift schedules, on‑call escalation paths and provide technical coaching.
• Collaborate with Integration PMs and Release Managers to ensure smooth handover of new game integrations and releases, verifying support playbooks and warranty periods.
• Maintain and enhance the knowledge base, runbooks and Confluence pages, leading post‑mortems and continuous‑improvement initiatives.

Required profile

• Highly motivated, fast‑working and able to thrive in a “scale‑up” environment.
• Team player who embraces challenges, is not afraid to fail and learns from mistakes.
• Comfortable with minimal bureaucracy and eager to win.

Required skills

• Platform architecture knowledge
• API integration experience
• Log analysis and troubleshooting
• Database query proficiency
• Confluence documentation