IT Service Manager

Do you have a knack for bringing order to chaos, a natural sense for coordination, and a curious mind that always wants to know how things can be done better? If you’re part strategist, part problem-solver, and all about good teamwork - your next quest might start here.

At Paradox Interactive, our worlds are filled with rich stories, strategic depth, and passionate communities. Behind the scenes, our IT department ensures the gears keep turning. We’re now looking for an IT Service Manager to join the party - someone who can help us grow and improve how we deliver internal IT services across the company.

Your Mission

As IT Service Manager, you’ll play a pivotal role in our IT Operations team, while also bridging collaboration with IT Support and other departments. You’ll be responsible for the service catalog, guiding the evolution of IT service delivery, and bringing structure to both recurring tasks and project-based adventures.

Whether it’s improving how we handle requests, supporting tool rollouts, or helping teams understand what’s available to them - you’ll make sure IT is a dependable and well-understood companion on everyone’s journey.

You’ll be doing things like:

• Maintaining and improving the IT service catalog and service-related processes

• Leading project work through coordination, documentation, and follow-up

• Analyzing service metrics and identifying ways to improve delivery

• Acting as a liaison between IT Support and IT Operations to handle cross-functional needs

• Collaborating with other departments to align IT services with company needs

• Proposing new tools or processes where you see potential for better efficiency or clarity
  
  

About You

You see the value in both planning and improvising. You enjoy connecting dots, aligning teams, and clarifying the “how” and “why” behind what we do. Most of all, you’re curious - you ask questions, explore possibilities, and love helping others find better ways of working.

Your skillset includes:

• A solid background in IT support or IT service delivery

• Familiarity with frameworks like ITIL (or similar)

• Experience with ticketing systems (e.g. Freshservice, Jira, or ServiceNow)

• Documentation skills and a methodical approach to process improvement

• Project management or project coordination experience

• Strong communication skills, both written and verbal. English is our primary work language.

• Curious, inquisitive and customer focused mindset

• Strong sense of accountability and ownership
  
  

You’re comfortable switching between structured plans and ad-hoc problem-solving. You care about getting things done - but also how they’re done, and how to make them better next time.

About the Team

Paradox IT consists of two tightly connected teams - IT Support and IT Operations - currently eight people strong. While you’ll officially be part of the IT Operations team, your work will span across both sides of IT and connect with many departments throughout the company. Think of it as a hub role in a highly collaborative network.

If you’re ready to level up your service delivery skills in a place where curiosity is encouraged, collaboration is key, and the tech is part of the adventure - apply now. Let’s write the next chapter of IT at Paradox together.