Job Overview
Location
Portugal
Job Type
Full-time
Category
Operations
Date Posted
May 8, 2026
Full Job Description
đź“‹ Description
- • As a Service Manager at Block Labs, you will take ownership of the reliability, performance, and continuous improvement of our services, ensuring technical support operations, internal IT, and service delivery run seamlessly.
- • You will act as the service owner for core platforms and applications, oversee and improve Service Management processes including Incident, Problem, Change, and Request Fulfillment, and drive root cause analysis by coaching support teams.
- • You will manage Internal IT operations with a focus on access control, security compliance, and subscription/license budgeting, while owning the relationship between Technical Support (L2) and engineering.
- • You will define, track, and report on SLAs, KPIs, and service health metrics, partner with Platform Engineering and Product teams, and lead service reviews to communicate performance and improvement initiatives.
- • You will foster a culture of ownership and continuous improvement within support and IT functions, working in a mature, mission-driven, low-ego environment that values clarity, outcomes, and technical excellence.
🎯 Requirements
- • 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
🏖️ Benefits
- • Opportunity to work at the bleeding edge of Web3, Artificial Intelligence, and iGaming technologies
- • Collaborative environment with senior engineers, product strategists, and builders who value deep technical expertise and product ownership
- • Culture of clarity, outcomes over theatrics, and pace without chaos in a mature, mission-driven team
- • Chance to build high-scale, production-grade platforms that power the next generation of digital products
- • Work alongside experts who refuse to compromise on architecture and prioritize long-term system excellence
Skills & Technologies
Onsite
About Block Labs
Block Labs is a technology firm specializing in blockchain infrastructure and decentralized application development. The company designs and implements enterprise-grade distributed ledger solutions, smart-contract platforms, and tokenization frameworks for finance, supply-chain, and digital-identity sectors. Its services include protocol engineering, security audits, and scalable node operations aimed at accelerating production deployment of Web3 systems.
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