As a Service Manager, you will be a central figure in our Service Operations function, reporting to the Head of Service Operations. You will be responsible for ensuring the efficiency, reliability, and excellence of our services, acting as the primary point of contact for clients on production and technical issues and queries. 

This role demands a unique blend of technical expertise, communication skills, and a strong customer focus to maintain high service standards in a fast-paced, technology-driven environment.

You will be expected to be a “fixer”, someone who actively seeks out solutions, takes ownership of problems, and drives resolution with urgency and care. A key part of your role will be to translate complex technical issues into clear, understandable language for clients, ensuring transparency, trust, and alignment with their business goals.

Key Responsibilities:

Client-Facing Support

• Act as the main point of contact for clients on all production and technical issues.

• Provide clear, and effective communication to clients, ensuring they understand the nature of issues and the steps being taken to resolve them.

• Build strong relationships with clients by delivering consistent, high-quality support and guidance.

• Be a proactive problem-solver, taking initiative to identify and resolve issues before they escalate.

• Translate technical concepts into business-friendly language, helping clients make informed decisions and maintain confidence in our services.

Communication & Collaboration

• Maintain open and proactive communication with internal teams and stakeholders to ensure coordinated responses.

• Provide clear, concise, and tailored updates to clients and management during incident and problem resolution.

• Foster a collaborative environment that encourages knowledge sharing and cross-functional problem-solving.

Operational Excellence

• Contribute to and maintain comprehensive documentation for service operations and client support processes.

• Align service delivery with company goals and client expectations, continuously optimizing procedures for efficiency and satisfaction.

• Report on product performance and client feedback, recommending improvements to enhance service quality.

Problem Management

• Proactively identify and mitigate potential problems before they impact client operations.

• Drive continuous improvement by analysing incident trends and feeding insights into Engineering, Product, and Delivery teams.

Technology Expertise

• Possess strong knowledge of gaming systems, infrastructure, and technologies to effectively troubleshoot and resolve issues.

• Stay current with industry trends and emerging technologies to enhance service capabilities and client support.

• Liaise with Product and Engineering teams to ensure technical alignment and effective communication with clients.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• Proven experience in Incident and Problem Management, preferably within the gaming industry.

• Strong knowledge and management of ITIL tools such as Jira.

• Strong technical background with a focus on gaming systems, networks, development and infrastructure.

• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders.

• Demonstrated leadership and team management skills.

Attributes:

• Analytical mindset with a focus on problem-solving and root cause analysis.

• Strong organisational skills with the ability to prioritize and manage multiple tasks in a high-pressure environment.

• Proactive and forward-thinking approach to incident and problem management.

• Passion for the gaming industry and a commitment to delivering exceptional client service and user experiences.

About Pragmatic Solutions:

Pragmatic Solutions is an exciting and fast-growing iGaming B2B solutions provider under the same group of companies as Pragmatic Play, an industry leading games content provider. Pragmatic Solutions provides iGaming operators with enterprise platform technologies built around a core Player Account Management (PAM) platform. The PAM is designed using microservices architecture and contains a player account, wallet, CRM tools, bonus management tools, payment tools, KYC/AML, and fraud-prevention services.