Service Manager

Coinspaid Enterprise

Colombia

Hybrid

COP 218,531,000 - 327,797,000

Full time

2 days ago

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Benefits offered by this job

Fully remote work from almost anywhere

Office options and relocation support

Flexible benefits budget for courses,認

Medical insurance or reimbursement

Job summary

Coinspaid is seeking a proactive Service Manager to join the Service Management team. The role coordinates IT service operations, facilitates incident and problem management, and drives continuous improvements in how technical teams collaborate.

You will work with Engineering, Infrastructure, Support and stakeholders to ensure issues are handled effectively, roles are clear, and recurring problems are addressed with scalable processes.

Qualifications

3+ years of IT Service Management, IT Operations, Incident or Problem Management experience.
Strong understanding of ITSM principles, especially Incident and Problem Management.
Experience working with technical teams in IT, software development, or tech-driven environments.
Ability to translate technical issues into clear operational information without owning technical resolutions.
Familiarity with issue-tracking, ticketing and knowledge management tools like Jira/Confluence.
Basic understanding of software development lifecycles, production environments and IT operations.
Ability to maintain operational documentation and coordinate across multiple teams.

Responsibilities

Coordinate and oversee incident management activities with clear tracking and escalation.
Identify recurring issues, drive root-cause investigations, and track resolutions.
Foster cross-team coordination to clarify responsibilities and remove blockers.
Identify gaps in ITSM processes and propose practical improvements.
Communicate effectively with stakeholders during incidents and investigations.
Maintain and improve incident/problem documentation and knowledge resources.
Monitor trends, provide insights, and support service quality improvements.
Coordinate follow-up actions and track improvement initiatives.
Contribute to gradual development of ITSM practices including Change Management and governance.

Skills

Strong communication

Adaptability

Proactive mindset

Collaboration & diplomacy

Ownership & accountability

Pragmatic problem-solving

Organizational skills

Analytical thinking

Resilience under pressure

Continuous improvement mindset

Tools

Jira

Confluence

Job description

Coinspaid Dev is the engineering brand behind the technology, infrastructure, and R&D expertise built within Coinspaid. With more than 120 engineersand over 11 years of industry experience, Coinspaid Dev brings together software engineering, infrastructure, security and R&D teams with experience building distributed systems and blockchain infrastructure operating across more than 20 blockchain networks. Coinspaid Dev emerges as an independent engineering brand with a straightforward mission: to advance blockchain infrastructure engineering and contribute practical expertise back to the industry. The structure is new. The experience behind it is not.

We are looking for a proactive and adaptable Service Manager to join the Service Management team at CoinsPaid.

In this role, you will help coordinate IT service operations, facilitate incident and problem management processes and drive continuous improvements in how our technical teams collaborate.

You will work closely with Engineering, Infrastructure, Support and other stakeholders to ensure operational issues are handled effectively, responsibilities are clear and recurring problems are properly addressed.

Our Service Management function is evolving, so we're looking for someone who is comfortable working in a dynamic environment, navigating changing priorities and contributing to the development of practical and scalable processes.

The ideal candidate combines a good understanding of IT Service Management principles with strong communication, problem-solving and organizational skills.

We value a pragmatic mindset, initiative and the ability to bring people together more than rigid adherence to frameworks.

Responsibilities:

Incident Management: Coordinate and oversee incident management activities, ensuring incidents are appropriately tracked, escalated, communicated and followed up on.
Problem Management: Identify recurring operational issues, facilitate root cause investigations and coordinate the tracking and resolution of underlying problems.
Cross-Team Coordination: Work closely with Engineering, Infrastructure, Support and other teams to facilitate operational activities, clarify responsibilities and resolve blockers.
Process Improvement: Identify gaps and inefficiencies in existing ITSM processes and propose practical improvements aligned with business needs.
Operational Communication: Ensure effective communication between technical teams and relevant stakeholders during incidents, investigations and other operational activities.
Documentation and Knowledge Management: Maintain and improve operational procedures, incident and problem management documentation, and internal knowledge resources.
Reporting and Visibility: Monitor incident and problem trends, provide operational insights and help identify opportunities to improve service quality.
Continuous Improvement: Coordinate follow-up actions, track improvement initiatives and help ensure that lessons learned result in meaningful changes.
ITSM Development: Contribute to the gradual development of Service Management practices, including future involvement in Change Management, service monitoring and operational governance.

Requirements:

3+ years of experience in IT Service Management, IT Operations, Incident Management, Problem Management, or a similar role.
Practical understanding of ITSM principles, particularly Incident and Problem Management.
Experience working with technical teams in an IT, software development, or technology-driven environment.
Ability to understand technical issues and translate them into clear operational information without necessarily being responsible for technical resolution.
Familiarity with issue-tracking, ticketing and knowledge management tools such as Jira, Confluence, or similar platforms.
Basic understanding of software development lifecycles, production environments and IT service operations.
Ability to maintain operational documentation, follow up on action items and coordinate activities across multiple teams.

Soft Skills and Personal Qualities:

These are particularly important for this position.

Strong communication skills: Ability to communicate clearly and effectively with both technical and non-technical stakeholders.
Adaptability: Comfortable operating in a dynamic business environment where priorities, requirements and processes may change.
Proactive mindset: Takes initiative, identifies improvement opportunities and addresses issues without requiring constant direction.
Collaboration and diplomacy: Able to build productive relationships, navigate disagreements and influence teams without direct authority.
Ownership and accountability: Takes responsibility for assigned activities and follows them through to completion.
Pragmatic problem-solving: Focuses on practical solutions rather than unnecessary bureaucracy or rigid processes.
Organizational skills: Able to manage multiple ongoing activities, prioritize effectively and maintain visibility of outstanding tasks.
Analytical thinking: Able to identify patterns, understand operational challenges and approach problems systematically.

Resilience under pressure: Maintains structured thinking and clear communication during incidents or challenging situations.

Continuous improvement mindset: Curious, open to feedback and interested in making existing ways of working more effective.

Nice to have:

Experience in fintech, payment processing, cryptocurrency, or another high-availability technology environment.
ITIL Foundation certification or equivalent practical knowledge of ITSM frameworks.

Experience participating in major incident coordination, post-incident reviews, or problem management investigations.

Familiarity with change and release management principles.
Understanding of regulatory or industry frameworks such as DORA, ISO 27001, or ISO 20000.
Experience contributing to the establishment or improvement of ITSM processes in growing organizations.
Familiarity with monitoring, alerting and incident response tools.
Basic knowledge of SRE concepts, service reliability, SLAs and SLOs.

Experience facilitating cross-functional meetings, workshops, or improvement initiatives.

Why joinCryptoProcessing byCoinspaid

You’ll be joining a company that is actively shaping its space – with enough scale to matter and enough room to make an impact.

At Coinspaid, people are expected to think, contribute, and take ownership – and are supported in doing so.

We focus on flexibility, wellbeing, and long-term growth – without overcomplicating how benefits work.

Flexible Benefits

Benefit Bar – up to €230/month

A flexible monthly budget you can use for what matters most to you – from sports and mental health to coworking, home office, or medical-related expenses.

Work & Flexibility