Service Manager

🏷️Title: Service Manager

👫Department: Engineering

📍Location: Remote within EU

About Block Labs

Block Labs is a leading force in the Web3 space, incubating, investing in, and accelerating top-tier fintech, crypto and iGaming projects. With a mission to shape the future of decentralized technology, we partner with visionary startups to raise funding, refine product-market fit, and grow their audiences. Our diverse team drives innovation, using deep industry expertise and an extensive network to empower the next wave of blockchain-driven companies. At Block Labs, we’re passionate about turning bold ideas into breakthrough success.

About The Role

As a Service Manager, you will take ownership of the reliability, performance, and continuous improvement of our services. This role is pivotal in ensuring that our technical support operations, internal IT, and service delivery run seamlessly. You’ll champion operational excellence by driving SLA adherence, KPI reporting, and tool management, while empowering teams to become self-sufficient in troubleshooting and root cause analysis.

Key Responsibilities

• Act as the service owner for core platforms and applications, ensuring services meet business and customer expectations.
• Oversee and continually improve Service Management processes, including Incident, Problem, Change, and Request Fulfillment.
• Drive root cause analysis practices by coaching the support team to investigate issues independently, while ensuring engineering teams provide the right data and logging support.
• Own the relationship between Technical Support (L2) and engineering, ensuring clear escalation paths, fast incident response, and ongoing feedback loops.
• Manage and optimize Internal IT operations, with a focus on access control, security compliance, and subscription/license budgeting.
• Define, track, and report on SLAs, KPIs, and service health metrics to stakeholders and senior management.
• Ensure the right tooling and monitoring platforms are in place, continuously evaluated, and aligned with business needs.
• Partner with Platform Engineering, Product, and Delivery teams to improve reliability and scalability across services.
• Lead service reviews and own communication of service performance, risks, and improvement initiatives.
• Foster a culture of ownership and continuous improvement within the support and IT functions.
  
  

About You

• 5+ years of experience in Service Management, Technical Operations, or IT Leadership roles in mission-critical environments.
• Strong knowledge of ITIL practices and ability to adapt them pragmatically to a high-growth environment.
• Hands-on experience with incident, problem, and change management, including running RCAs and service reviews.
• Familiarity with monitoring and telemetry tools and comfort guiding teams on their use.
• Strong grasp of access management, SaaS subscriptions, and IT operations in a cloud-first organization.
• Proven ability to define, track, and communicate KPIs, SLAs, and service health metrics at both technical and business levels.
• Excellent communication skills, with the ability to translate complex operational details into clear updates for leadership and stakeholders.
• A proactive, self-sufficient leader who empowers teams and ensures accountability across service delivery.
• Experience with Web3 platforms and technologies, including non-custodial wallets and related integrations, is a strong plus; iGaming experience would be an advantage.