Team Lead - Service Management Coordination

Altenar is an international IT company founded in 2011, with offices in Malta, Greece, Georgia, the Isle of Man, and Uruguay. We specialize in high-load software development and provide one of the best technology solutions for the iGaming industry worldwide.

About the Role

The Team Lead of the Service Management Coordination team will oversee, mentor, and develop a team of approximately 10 Service Management Coordinators within the Technology Operations department. The size of the team may change as time progresses. The role is responsible for ensuring the effective day-to-day execution of the team's operational responsibilities, maintaining high service standards in a collaborative environment, and supporting the Head of Service Management.

Working collaboratively with the wider Service Management team, including the Change Managers and Problem Analysts, the Team Lead will help drive operational excellence, process adherence, service quality, and continuous improvement across the organization. The successful candidate will possess strong leadership capabilities, excellent communication and stakeholder management skills, a high level of operational awareness, and a passion for delivering exceptional service in a fast-paced environment.

The Team Lead of the Service Management Coordination team will report directly to the Head of Service Management.

Responsibilities and Duties

• Lead, mentor, and develop the Service Management Coordination team.
• Manage team performance and health through regular one-to-ones, objective setting, feedback, and performance reviews.
• Foster a culture of accountability, collaboration, continuous learning, and service excellence.
• Support recruitment, onboarding, and training of new team members.
• Ensure adequate shift coverage, resource planning, and workload distribution across the team.
• Work closely with respective teams to ensure that incidents are managed efficiently and resolved within agreed SLAs and regulatory requirements.
• Provide leadership and support to the Service Management Coordinators during critical incidents and operational escalations.
• Drive continual service improvement initiatives and support the enhancement of Incident Management processes.
• Own and oversee incident management reporting, KPIs, and operational metrics.
• Support the Head of Service Management in defining team objectives, service strategies, and operational roadmaps.
• Ensure compliance with internal governance, audit requirements, and regulatory obligations.
• Monitor adherence to Service Management processes and promote best practices across the organization.

Qualifications and Skills

Essential

• Previous experience in a Service Management, Incident Management, Operations, NOC, or IT Support leadership role.
• Proven experience managing or mentoring teams in a fast-paced 24/7 operational environment.
• Strong understanding of Incident Management, Problem Management, and Change Management practices.
• Excellent communication and stakeholder management skills.
• Strong analytical and data-driven decision-making abilities.
• Experience with monitoring and collaboration tools such as Grafana, Jira, Confluence, and Google Workspace.
• Ability to coordinate multiple teams during high-pressure situations.
• Strong organizational, prioritization, and problem-solving skills.
• Excellent English communication skills, both written and verbal.

Desirable

• ITIL Foundation certification or equivalent Service Management experience.
• Exposure to technical studies, software development, infrastructure, or platform operations.
• Experience within the iGaming industry.
• Familiarity with regulatory and compliance requirements in online gaming.

What We Offer

• Stable and flexible working environment
• Career growth opportunities
• Training and professional development events
• Health insurance
• Competitive remuneration and benefits
• Teamwork and accountability
• Sense of community and defined company culture
• Diverse workplace
• Modern comfortable office in the center of St Julians
• Corporate parking near our office
• Gym reimbursement after successfully passing the probationary period

Why Join Us?

This is an opportunity to play a key leadership role in shaping and maturing Altenar’s Service Management function. You will lead a highly visible team, influence operational strategy, drive continuous improvement, and contribute directly to the reliability and success of an award-winning sportsbook company serving customers worldwide.