A rapidly growing iGaming technology company powering real-money gaming experiences across both B2B white label partners and our flagship consumer brand. Our platform supports high volume, always-on wagering, wallet services, player accounts, and regulatory critical systems across multiple markets.
We are hiring a Director of Service Management to lead service delivery, operational reliability, and partner support across our regulated iGaming platform. This full-time role is focused on ensuring uptime, compliance-aligned operations, and world-class communication as we scale.
In iGaming, downtime is not an option and that's where you come in. This role is built for a leader who thrives under pressure, owns outcomes, and keeps mission-critical systems live when the stakes are highest. You will define how incidents are handled, how partners and regulators are informed, and how trust is built across operators, internal teams, and leadership.
This is a rare opportunity to sit at the intersection of technology, operations, and regulated gaming, with direct influence on platform stability, partner confidence, and player experience. You'll help shape how a modern iGaming platform operates at scale, working closely with senior engineering and product leaders. We're looking for someone who wants real ownership, long-term growth, and the chance to drive operational excellence without burnout.
Required Skills & Experience - 10+ years of experience in Service Management, Technical Operations, Platform Operations, or Reliability-focused roles
- Proven experience leading incident management in high-availability, 24/7 production environments
- Strong ownership of SLAs, SLOs, uptime reporting, and service commitments
- Experience supporting external partners, operators, or enterprise clients
- Exceptional communication skills, especially during live incidents and outages
- Demonstrated ability to work cross-functionally with Engineering, Product, Compliance, and Operations
- Experience operating in regulated environments
- Applicants must be currently authorized to work in the US on a full-time basis now and in the future
Desired Skills & Experience
- Prior experience in iGaming, online gambling, sports betting, fintech, or payments
- Familiarity with regulatory requirements and audit-ready operational practices
- Experience with wallet systems, transactional platforms, or real-time data systems
- Experience scaling service operations during rapid growth or market expansion
- Hands-on experience with tools such as Jira Service Management, Zendesk, PagerDuty, Opsgenie, Statuspage, Datadog, or similar platforms
What You Will Be Doing Tech Breakdown - 45% Cloud Infrastructure & Platform Reliability (AWS / Google Cloud Platform / Azure)
- 25% Real-Time Transactional & Wallet Systems
- 20% Monitoring, Incident, and Service Tooling
- 10% Reporting, Analytics, and Compliance Support
Daily Responsibilities - 45% Hands-On: Incident leadership, escalations, operator communications, and real-time status updates
- 30% Management Duties: Service standards, SLAs, tooling strategy, reporting, and process ownership
- 25% Team Collaboration: Engineering, product, compliance, operations, and external partners
The Offer - Competitive base salary
- Bonus eligible
You Will Receive the Following Benefits: - Medical, Dental, and Vision Insurance
- Generous Vacation Time
- Stock Options
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.
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