Service Manager (Partners)
The Service Manager (Partners) is responsible for the day-to-day operational oversight, SLA monitoring, and service performance of an assigned external (partner-operated) online casino studio. Acting as the primary operational point of contact for the partner studio, the role ensures that contractual obligations, SOPs, regulatory requirements, and operational standards are consistently met. The Service Manager proactively identifies risks, monitors and investigates incidents, validates performance data, and escalates issues in a timely and structured manner to safeguard service integrity and continuity. This role does not include people management responsibilities and focuses on partner performance assurance, operational control, and reporting accuracy, including direct operational involvement during critical studio activities such as maintenance windows.
- Provide daily operational oversight of the assigned partner studio, ensuring adherence to agreed SLAs, KPIs, and contractual service requirements.
- Monitor studio operations across all critical dimensions, including availability, game up-time, game presenter performance, compliance, and incident response.
- Act as the operational custodian of SOPs at the partner studio level, ensuring correct interpretation and execution.
- Ensure active Service Manager presence and oversight during scheduled and ad-hoc studio maintenance activities, including but not limited to system upgrades, studio downtime, table changes, or infrastructure interventions.
- Validate that maintenance activities are executed in line with approved maintenance plans, SOPs, and change management procedures.
- Confirm correct pre-maintenance checks, post-maintenance validation, and service restoration before studios are returned to live operations.
- Ensure accurate logging, reporting, and communication of maintenance activities, outcomes, and any deviations or risks identified.
- Track, validate, and report on SLA and KPI performance against contractual benchmarks.
- Identify deviations, trends, and early warning indicators that may impact service quality, availability, or compliance.
- Support the Studio Operations Manager in enforcing corrective actions, service improvement plans, and remediation measures where required.
- Review operational incidents and service disruptions in coordination with the partner studio assigned managers, ensuring timely resolution and transparent communication.
- Ensure incidents are correctly logged, categorised, investigated, and closed in line with incident management SOPs.
- Intervene directly during high-severity incidents, including during off-hours or weekends, when service continuity, integrity, or compliance is at risk.
- Escalate material risks, recurring issues, or SLA breaches promptly to the Studio Operations Manager with clear facts, impact assessment, and recommendations.
- Ensure partner studio compliance with internal operational policies, SOPs, and applicable regulatory requirements.
- Validate execution of game procedures, table operations, card handling, and integrity-related controls as defined by approved SOPs.
- Support audits, reviews, and inspections by providing evidence, data, and operational insight.
- Produce accurate, timely, and consistent operational reports covering performance, incidents, maintenance activities, risks, and improvement actions.
- Validate partner-provided data to ensure accuracy, completeness, and alignment with internal reporting standards.
- Maintain operational/performance bonus documentation, logs, and records for the assigned studio.
- Serve as the primary operational interface between the partner studio and internal stakeholders.
- Participate in operational reviews, performance calls and meetings as required.
- Support alignment between partner execution and internal operational priorities communicated by the Studio Operations Manager.
- The role operates with flexible working hours aligned to the operational requirements of the assigned studio.
- The Service Manager is expected to adjust working patterns as necessitated by studio operations, including scheduled maintenance windows, critical incidents, or major operational events.
- Availability outside standard business hours, including evenings and weekends, is required in cases of high-severity incidents, major service disruptions, or critical compliance risks.
- Strong understanding of online live casino operations and studio-based service delivery.
- SLA and KPI management within outsourced or partner-led environments.
- Change, maintenance, and incident management.
- High attention to detail and operational discipline.
- Data validation, analysis, and reporting accuracy.
- Assertive and professional in partner interactions.
- Comfortable challenging non-compliance and enforcing standards.
- Highly organised with strong follow-through.
- Calm, methodical, and solution-oriented under pressure.
- 4+ years’ experience in online casino operations, live casino studios, or regulated service environments.
- Experience working with external partners or service providers is highly desirable.
- Strong understanding of SOP-driven operational models.
- Excellent written and verbal communication skills.
- This is a non–people management role.
- The role does not own strategy or commercial negotiations.
- Accountability is focused on execution, monitoring, escalation, reporting, including presence during maintenance and critical incidents.
- Experience a dynamic and team-orientated work environment.
- Opportunities for personal growth and learning
- An open, inclusive and supportive team where you will be valued, and your suggestions will be welcome.
- 24 paid holiday per year. This is in addition to local public holidays.
- Life Assurance (2x annual salary)
- Private Medical Insurance
- Access to an in-house gym
- €400 annual wellness allowance
- Team Building Opportunities
- Lunch and fruit provided at the office
- Local discounts and more.
Eeze is a business-to-business iGaming provider specialising in live casino and slot content, headquartered in Malta. Part of the Tain Group, it draws on more than two decades of industry experience to supply live dealer games, game shows and a gamification suite to online operators. The company runs its own studios producing live casino and game-show content, and employs over 600 people across offices in Malta, London and Bucharest. Its portfolio spans table classics such as blackjack, roulette and baccarat alongside customisable live experiences.
