Senior Service Operations Manager

  • Full-time

Company Description

Authentic Gaming is a supplier of Premium Live Casino software and services. With an established global presence, we offer the players of our B2B clients, premium, interactive, live-streamed games from exotic land-based casinos and live broadcasting studios. Our live casino games can be found on more than 200 websites, many of whom belong to leading Tier 1 online gaming operators. Core to Authentic Gaming’s ongoing success is our technology, a no legacy live gaming platform as well as our talented specialist team. The company employs 200 gaming professionals that are located in offices and studios in Malta, Slovakia and Spain. We are opening our US operation in Michigan Q4 2022. 

Authentic Gaming is a player-centric company with a passion for creating the best mobile and desktop live casino products & experience.

Since November 2021, Authentic is part of Light and Wonder – a world leader in entertainment offering dynamic games, systems and services for casino, social gaming and online gaming. Light and Wonder offers the gaming industry’s broadest and most integrated portfolio of game content, advanced systems, cutting-edge platforms and professional services. Committed to responsible gaming, Scientific Games delivers what customers and players value most: trusted security, engaging entertainment content, operating efficiencies and innovative technology.

Job Description

The Senior Service Operations Manager is a person responsible for the running of the service management department in terms of monitoring game studio tables performance ensuring the highest standards of operational excellence and game integrity and ensuring all duties are done efficiently. This role embodies participation in operational duties including Policies and Procedures, Risk and Integrity, Audio Visual, and full management of the Service Management team. Previous experience in this role is an asset.

Duties and Responsibilities:

Key responsibilities:

  • Responsabile for the Service Management department.
  • Reporting to the Head of Studio - Malta. 
  • Working closely with the Head of Studio to gain an understanding of the business requirements regularly.

Monitoring and reporting:

  • Managing the Confluence and Jira Spaces for the Service Management department.
  • Responsible for creation and application of departmental policies and procedures ensuring that processes are in line with licensing operating requirements and Company guidelines.
  • Responsabile for the creation, reporting and follow up on daily, weekly and monthly Key Performance Indicator according to department targets. 
  • Responsabile for the supervision of the department ticketing system resulting in direct monitoring and reporting. 
  • Reporting on Game Integrity related matters.

Team management:

  • Managing the team of Service Managers including Schedule Creation, Absence, Overtime, payroll, 
  • Motivate the Service Managers and develop your team to the necessary Company standards including one to ones team meetings and events.
  • Managing the Bonus System for the Service Management department.
  • Actively monitor the Service Management team to ensure all tasks are done in an efficient manner.

Recruitment and training:

  • Assisting on the recruitment of the team being an active stakeholder on the selection process and conducting interviews for the Service Management department.
  • Handling the Induction/Offboarding process for Service Managers.
  • Responsabile for the Service Management Training. 

Cross departmental duties:

  • Liaising with other departments such as Floor Operations, Academy, Risk, TechOps, Product and Audiovisual teams, to ensure the highest standards on operational workflow.
  • Working on ad-hoc projects assigned by the Head of Studio - Malta including but not limited to new procedures.
  • Assisting in the process of developing service management studio tools in collaboration with the product department.
  • Assist other remote AG studios. 


  • Secondary ( or higher, special etc.) education
  • Excellent English language - spoken and written
  • Must have previous experience working in a gaming studio environment.
  • Ability to create an inspiring team environment with an open communication culture.
  • Ability to listen to team members’ feedback and resolve any issues or conflicts.
  • High sense of responsibility and professional appearance while on the job
  • Ability to accurately fulfil the direct management guidance and job related tasks.


  • The employment will be on shift basis
  • Must be able to travel (obtain / maintain valid passport status) in order to support teams in other offices and attend training overseas.
  • Ability to contribute extra hours outside of regular weekly working hours if required, in order to deliver on tight deadlines.

Additional Information

What do we offer?

  • Full-time contract
  • Competitive salary
  • Excellent opportunities for career progression
  • Health insurance
  • Sports Allowance


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