Europe IT Operations Lead — SLA Mastery & Growth

SumUp Inc.; Bellprat; Híbrido; EUR 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Virtual Stock Option programme

€2000 L&D budget annually

Generous time off

1-month sabbatical after 3 years

Descripción de la vacante

SumUp is seeking an IT Operations leader to own the performance of a distributed team across Europe, driving SLA-driven IT operations and a clean joiner-mover-leaver process in partnership with HR and Security. You will set standards for multi-city coverage and coordinate incident responses to continuously improve services.

The role requires strong experience in IT Operations, Jira Service Management, and ITIL practices, with a proactive, structured mindset to scale a fast-growing fintech

Formación

• More than 8 years of experience in IT Operations or as an IT Manager.
• Proven experience managing a distributed team across multiple locations/time zones.
• Deep experience designing and enforcing SLA frameworks.
• Strong ownership of joiner-mover-leaver processes with HR and Security.
• Solid knowledge of Jira Service Management for operations, queue design, SLA tracking and reporting.
• Familiarity with ITIL or similar service management frameworks.

Responsabilidades

• Lead day-to-day performance of a team of system administrators and outsourced first-level IT admins across Europe.
• Set expectations, run regular 1:1s, and coach to build capability.
• Own end-to-end SLA targets: design priority model, enforce queue standards, run triage, report performance.
• Manage joiner-mover-leaver process with HR and Security to ensure onboarding/offboarding is clean and auditable.
• Oversee regional access and license lifecycle with approved processes to prevent shadow IT.
• Set standards for outsourced first-level coverage across multiple cities to ensure scalable quality.
• Coordinate incident response, lead post-incident reviews, and drive improvements into processes and tooling.

Descripción del empleo

SumUp is seeking an IT Operations leader to own the performance of a distributed team across Europe, driving SLA-driven IT operations and a clean joiner-mover-leaver process in partnership with HR and Security. You will set standards for multi-city coverage and coordinate incident responses to continuously improve services.

The role requires strong experience in IT Operations, Jira Service Management, and ITIL practices, with a proactive, structured mindset to scale a fast-growing fintech