Head of Managed Services

GR8 Tech is a leading B2B provider of iGaming solutions that empowers operators to grow, lead, and win.

We deliver high-impact, full-cycle tech solutions designed to scale. From seamless integration and expert consulting to long-term operational support, our platform powers millions of active players and drives real business growth. It’s more than just a product — it’s the iGaming Platform for Champions, built for those who play to lead.

We know the game and how to take it to the next level. With 1000+ talented professionals on board, we don't just build tech — we build success stories for iGaming operators all over the world.

Our ambition drives us, our people make it real. Join us and be part of building champion-level success!

We are seeking a highly experienced and visionary leader to build and scale our Managed Services function. In this role, you will design, implement, and run a full operational service capability that enables our B2B iGaming operator clients to focus purely on acquiring traffic and growing their brands — while we handle everything else end-to-end. You will create a centralized, world-class operational engine that covers player care, fraud detection, VIP servicing, retention/reactivation, content management, and more — ensuring operator clients deliver outstanding player experiences, minimize risk, optimize player lifetime value, and maximize brand loyalty. This is a strategic, build-from-scratch leadership role requiring a strong mix of operational design, executional excellence, and people leadership.

Reports to: Chief Revenue Officer (CRO). Direct Reports: Heads or Managers of each Managed-Services function. Level: Senior Leadership (P&L responsibility; strategic & operational).

What You’ll Be Driving:

Strategy & Design

• Define the overall vision, strategy, and operating model for the Managed Services organization — enabling “traffic in / we handle everything else” for our clients;

• Partner with commercial and product leadership to define service offerings, SLAs, escalation models, pricing structures, and value propositions;

• Design a roadmap for centralizing services into a shared-services function, including metrics, cost models, staffing plans, technology stack, and automation opportunities;

• Benchmark against industry best practices to ensure a world-class, scalable model.

Build & Deploy

• Establish the organizational structure, hiring plans, and leadership for each functional area:

First Line Support (live chat, email, multilingual);

• Anti-Fraud Support (player activity & transaction monitoring);

• VIP Player Support (dedicated high-value player care);

• Player Retention (bonus, promotion, and loyalty programs);

• Player Reactivation (outreach to dormant or inactive players);

• Content Management (front-end content, game lobby, localization, promotional materials);

• Create standardized processes, playbooks, and governance policies across all service areas.

• Select and implement supporting technology platforms (CRM, ticketing/chat systems, fraud-detection tools, analytics dashboards) to enable efficiency, reporting, and automation;

• Define SLAs, KPIs, and dashboards for all services, ensuring measurable and transparent performance;

• Build multilingual capabilities (e.g., English, Spanish, Portuguese, Turkish, Russian) and global coverage to support clients in diverse geographies;

• Drive continuous automation and process improvement across all services.

Operational Excellence & Delivery

• Oversee day-to-day operations across all managed-service teams, ensuring consistent high performance, adherence to SLAs, scalability, and player satisfaction;

• Monitor and optimize service quality, retention, and risk mitigation (fraud, compliance, regulatory);

• Work closely with client-facing teams to ensure smooth onboarding and transition of operator clients into the managed-services model;

• Use data-driven insights to identify bottlenecks, optimize resource allocation, and improve operational efficiency;

• Ensure compliance with all regulatory requirements, including KYC, AML, responsible gaming, and data protection;

• Build a culture of continuous improvement and operational excellence.

Client & Stakeholder Management

• Serve as the senior operational interface for key operator clients: set expectations, manage escalations, review service performance, and ensure satisfaction;

• Collaborate with commercial leadership to refine service offerings and support business-development goals;

• Represent Managed Services at the executive level, reporting on service P&L, operational KPIs, capacity planning, risk, and growth opportunities.

People & Culture

• Lead recruitment, development, and performance management of a global team of service professionals;

• Build a service-oriented culture focused on client success, ownership, and player experience;

• Develop career paths, competency frameworks, and recognition programs for operational teams;

• Promote innovation through technology adoption, process redesign, and cross-functional collaboration.

What Makes You a GR8 Fit:

• 5+ years of leadership experience in iGaming or similar high-volume, multilingual operational environments;

• Operational B2C experience will be seen as a major plus;

• Proven track record of building or transforming global service organizations;

• Deep understanding of at least one of the managed-services domains (player support, fraud operations, VIP/loyalty, retention/reactivation, or content operations);

• Experience creating and scaling service-as-a-product offerings, including pricing and SLAs;

• Strong analytical background with the ability to leverage data for decision-making and performance optimization;

• Demonstrated P&L ownership, capacity planning, and cost optimization experience;

• Excellent collaboration skills and proven ability to influence executive stakeholders and clients;

• Fluent in English; additional languages (Spanish, Portuguese, Russian, Turkish) are an advantage;

• Entrepreneurial mindset — comfortable working in fast-paced, growth-stage environments;

• Inspirational leadership style with a focus on building high-performing, empowered teams.

Key Managed Services Functional Areas:

The scope of this role includes building and managing the following core services:

• First Line Support – 24/7 multilingual live chat and email support across major languages, providing fast and empathetic player assistance;

• Anti-Fraud Support – Monitoring transactions and player behavior, performing KYC and compliance checks, detecting bonus abuse, and managing regulatory escalations;

• VIP Player Support – Dedicated support for high-value players, proactive engagement, and bespoke rewards;

• Player Retention – Execution of loyalty programs, bonus and promotion strategies, and campaign management to increase player lifetime value;

• Player Reactivation – Targeting dormant players through personalized outreach, re-deposit campaigns, and engagement offers;

• Content Management – Maintaining casino website content, localizing game lobbies, banners, and promotional materials to drive engagement and conversion.

Key Success Metrics:

• SLA and KPI performance across all Managed Services functions;

• Client satisfaction and retention rates;

• Player lifetime value improvement and churn reduction;

• Fraud detection and prevention efficiency;

• Operational cost optimization and automation adoption;

• Time-to-onboard new clients;

• Revenue growth and profitability of the Managed Services unit.

Why You’ll Love Working Here:

Benefits Cafeteria

An annual fixed budget that you can use based on your needs and lifestyle. You decide how to allocate it:

• Sports – gym, yoga, or any activity to keep you active;

• Medical – insurance and wellness services;

• Mental health– therapy or coaching support;

• Home office – ergonomic furniture, gadgets, and tools;

• Languages – courses to improve or learn new skills.

Work-life

• Parental support with paid maternity/paternity leave and monthly childcare allowance;

• 20+ vacation days, unlimited sick leave, and emergency time off;

• Remote-first setup with full tech support and coworking compensation;

• Regular team events – online, offline, and offsite;

• Learning culture with internal courses, career development programs, and real growth opportunities.

Our Culture & Core Values

GR8 Tech culture is how we win. Behind every bold idea and breakthrough is a foundation of trust, ownership, and a growth mindset. We move fast, stay curious, and always keep it real, with open feedback, room to experiment, and a team that’s got your back.

• FUELLED BY TRUST: we’re open, honest, and have each other’s backs;

• OWN YOUR GAME: we take initiative and own what we do;

• ACCELER8: we move fast, focus smart, and keep it simple;

• CHALLENGE ACCEPTED: we grow through challenges and stay curious;

• BULLETPROOF: we’re resilient, ready, and always have a plan.

To keep things efficient, please apply only for roles that closely match your experience.