Service Management Operations Team Lead

As the Service Management Operations Team Lead at Betsson Group, you will oversee and administer IT Service Management (ITSM) processes within Corporate IT, including Configuration Management, Problem Management, and Request Fulfilment. This role serves as the central point of contact for compliance and regulatory requirements, supporting management in the continual improvement of process governance and the analysis of incident metrics, root cause analyses, and service level management statistics.

Key responsibilities include administering the Service Management System and service catalogues, assisting internal teams in delivering Service Level Agreements (SLAs), and coordinating with other teams to ensure quality-oriented service delivery. You will assess incidents and problems from a technical perspective to identify areas for improvement, lead investigations through Problem Management, and monitor daily metrics to ensure service delivery meets set targets. Additionally, you will prepare management reports related to Key Performance Indicators (KPIs) and other metrics to support service quality.

The ideal candidate possesses experience in coaching and mentoring teams, demonstrable knowledge in ITSM processes, and experience working with geographically distributed teams. Self-motivation, attention to detail, and the ability to prioritize tasks in a fast-paced environment are essential. Strong interpersonal, written, and oral communication skills, along with a customer service attitude, are required. Experience managing suppliers in outsourcing contracts is also beneficial.

Betsson Group offers a dynamic and fast-paced work environment, with a diverse team of over 1,700 employees across multiple offices, including 900 based in Malta. The company values innovation and challenges, providing opportunities for growth and development for those who are proactive and eager to push boundaries.