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Service Delivery Manager

Jackpotjoy group, is a global online gaming operator with over 30 online bingo and casino brands including Jackpotjoy, Costa Bingo, Vera&John, Botemania, Starspins, and Intercasino. We are a passionate team of Winners creating Winners, with the aim of delivering The Jackpotjoy Winning Feeling to The World.  

Key Responsibilities

  • Establish direction for the technical support function while promoting team-work and fostering team pride.
  • Management of incidents and changes, ensuring that notifications to stakeholders are prompt, accurate, and clear.
  • Customer focus, continually improving customer satisfaction by managing customer feedback and monitoring service desk interactions.
  • Develop training programmes for technical staff, facilitate cross-training and peer mentoring.
  • Participate in the development of policies, procedures and standards for the Service Desk function.
  • Work with developers, engineers and stakeholders to advocate for operational improvements for the company’s IT systems and platform.
  • Build and maintain operational documentation while working within the IT Operations team to improve the supportability of production platforms.
  • Identify metrics and KPIs to measure service performance as well as performance of individual personnel.
  • Use metrics and KPIs to provide periodic reporting to management team.

Experience and skills

  • 4+ years working in a NOC / service desk environment operating within an ITIL framework.
  • Strong experience with incident management, release management and change control.
  • Experience managing teams and resources.
  • Experience with tools such as; Zabbix, Grafana, AppDynamics, Graylog, Jira, Confluence.
  • Adaptive and influential to effectively achieve the desired outcome.
  • Strong analytical, reasoning, and problem-solving skills.
  • Driven, detail oriented and capable of managing multiple tasks at once.
  • Comfortable in a fast-paced, dynamic, agile driven environment.
  • Previous experience building a successful 24x7 NOC / Service Desk team would be considered an asset.
  • Gaming experience useful.


We believe this process works both ways, so what can we do for you? We’re a motivated team aiming to become one of the best casino teams in the business, and our company is one of the fastest growing companies in the industry. We’ve come a long way in a short time and we want only the best candidates on board to join us as we keep reaching new heights!

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The Emporium, Triq C. De Brocktorff, Msida
Malta Directions

Why join us?

  • Relocation Opportunities

    Is your dream job at Jackpotjoy Group in Malta, but you’re all the way in Brazil? Fear not! If we feel that YOU are the most successful candidate for a position, then we will offer a very attractive relocation package to help you on your way.

  • Full Responsibility

    We encourage all our employees to take complete ownership of whatever they’re working on. Be confident. Be empowered. Be successful.

  • Fast career track

    Do you know where you want to be in 5 years’ time? Then tell us! We love a long term plan and will do the utmost to help you get there.

  • Amazing Colleagues

    Hey, we have to spend 8 hours a day together. That’s over 2000 hours a year. They don’t just need to be pretty awesome people, they need to be the best of the best.

Office Culture & Environment

We pride ourselves as being one of the most dynamic multi brand, online casinos and settling for nothing but the best.

Our ambition is to be a world-wide player and we are well on our way. This ambition is driven by a team of awesome and talented individuals, each having their own superpower and contributing towards making us the best in the business.

When people join the team, they stick around and never look back. We firmly believe that going to work should be a positive experience and we do our very best to make sure that our employees are happy.

We work hard and play hard, and if this sounds like the place for you, then you're in the right corner.

As our good friend Aristotle once said: “Pleasure in the job puts perfection in the work.”

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