Service Operations Manager at Leovegas

ABOUT THE ROLE

The Service Operations Manager is responsible for the reliable, continuous delivery of production monitoring and identity & access management services across LeoVegas. The role combines people leadership of a shift-based engineering team with operational ownership of access governance, ensuring both functions run with consistency, discipline, and clear escalation paths.

This is a people-first leadership role. The manager owns team health, shift rhythm, process adherence, and cross-functional coordination, serving as the primary operational liaison between Service Operations and the rest of the Technical Operations department.

YOU WILL BE RESPONSIBLE FOR:

Operational leadership & shift management

• Own the day-to-day running of a 24/7 shift-based monitoring operation, ensuring handovers are structured and documented.

• Maintain shift coverage, manage rota planning, and oversee escalation readiness at all times.

• Act as the primary point of escalation for shift engineers during major incidents, supporting war room coordination and live documentation.

• Ensure production monitoring activities align with agreed SLAs, detection standards, and escalation procedures.

• Review and continuously improve shift handover quality, ensuring knowledge transfer between rotations.

Identity & access management oversight

• Oversee the onboarding and offboarding process for all company employees, ensuring timely, accurate, and compliant access provisioning.

• Ensure periodic access reviews are completed on schedule across all managed systems.

• Maintain compliance with internal access policies and relevant regulatory requirements (MGA, UKGC, SPA, and others as applicable).

• Act as the accountable owner for access governance, working with the Identity & Access Analysts to continuously improve procedures.

Cross-functional coordination

• Serve as the primary interface between Service Operations and the Incident Management function, ensuring events are correctly escalated, classified, and handed over.

• Coordinate with Change Management on maintenance windows, PR reviews, and go-live readiness activities.

• Work closely with the Observability & Engineering Manager to surface operational pain points, monitoring gaps, and manual toil that require tooling or automation investment.

• Participate in new market and provider onboarding processes, maintaining checklists and ensuring regulatory notification requirements are met.

People & performance management

• Lead regular 1:1s, performance conversations, and development planning for all direct reports.

• Manage team wellbeing and engagement, with particular attention to the challenges of shift-based working patterns.

• Identify training needs and support certification or skills development where appropriate.

• Onboard new team members effectively, maintaining and improving onboarding documentation.

Process & governance

• Own and maintain operational runbooks, escalation playbooks, and standard operating procedures for the Service Operations team.

• Ensure all monitoring activities comply with the Datadog governance standards set by the Observability & Engineering team.

• Support certification readiness activities by ensuring operational processes meet required compliance standards.

• Conduct or facilitate post-shift reviews following major incidents, feeding findings into the wider incident management process.

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:

The essentials skills you bring to the team:

• Proven experience managing a shift-based operations or NOC team in a 24/7 environment.

• Strong understanding of production monitoring principles, event management, and incident escalation.

• Experience managing identity & access management processes, including onboarding, offboarding, and access reviews.

• Demonstrated ability to lead and develop a team of 8+ people across multiple disciplines.

• Familiarity with ITIL frameworks, particularly Service Operation and Incident Management practices.

• Strong communication skills, able to represent operational concerns clearly to senior stakeholders.

Nice to have:

• Previous experience in an iGaming, fintech, or regulated technology environment.

• Hands-on experience with Datadog or equivalent observability platforms.

• ITIL Foundation certification or above.

• Experience working across multiple regulatory jurisdictions (SGA, MGA, UKGC, ADM, etc.).

WHO WE ARE

At the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 2000 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 19 offices worldwide.

BENEFITS

• 4 weeks of Workation (T&C apply)

• Well-being allowance to support your active lifestyle

• Private health insurance

• Discounts across a range of retailers, gyms, bars & restaurants

• We offer an employee assistance program that can provide help and guidance during challenging moments.

JOIN US!

In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!

Would you be a good fit for the Leo Pride - give us a roar!

As our company working language is English, we’d like to see your CV in English, please