It Operations Lead Eu - Barcelona

Sumup; Barcelona; Presencial; EUR 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Virtual Stock Option programme

annual L&D budget of 2000

generous time off

Break4me sabbatical after 3 years

employee referrals bonus

Descripción de la vacante

SumUp is seeking an experienced IT Operations Manager to own a distributed team of system administrators and outsourced IT staff across Europe, ensuring reliable onboarding, access, and regional IT consistency.

You will design SLA frameworks, coach staff, and drive end-to-end SLA targets while partnering with HR and Security on joiner-mover-leaver processes and license management to scale SumUp's IT services.

Formación

• 8+ years in IT Operations or IT Management.
• Experience leading distributed teams across locations/time zones.
• Proven ability to design and enforce SLA frameworks.
• Strong ownership of joiner-mover-leaver processes with HR and Security.

Responsabilidades

• Own end-to-end SLA targets: design priority model, enforce queue standards, triage operations, report performance.
• Lead a distributed team of system administrators and outsourced IT staff across Europe.
• Coordinate incident response and post-incident reviews; feed learnings back into processes.
• Manage joiner-mover-leaver processes with HR and Security to ensure timely access and clean handovers.
• Oversee regional access and license lifecycle to prevent shadow IT.

Conocimientos

Team leadership

SLA management

Coaching and development

Ownership & accountability

Clear communication

Incident management

Process design

HR and Security collaboration

Herramientas

Jira Service Management

ITIL

Descripción del empleo

In this role you will own the operational performance of a mixed in-house and outsourced IT support team across Europe. You will set expectations, coach staff, and manage end-to-end SLA targets to ensure reliable onboarding, access, and regional IT consistency. You’ll own joiner-mover-leaver processes in partnership with HR and Security, and you’ll drive structured, auditable offboarding and license management. This position sits at the center of SumUp’s Corporate IT build, enabling scalable, high-quality IT services across multiple markets. You will shape processes and tooling to support a fast-moving, globally distributed operation.

• Virtual Stock Option programme
• annual L&D budget of 2000
• generous time off
• Break4me sabbatical after 3 years
• employee referrals bonus
• Lead a distributed team of system administrators and outsourced IT staff across Europe
• Set expectations, conduct regular one-to-ones, and coach for capability development
• Own end-to-end SLA targets: design priority model, enforce queue standards, triage operations, report performance
• Manage joiner-mover-leaver process with HR and Security to ensure timely access and clean handovers
• Oversee regional access and license lifecycle with authorized approval to prevent shadow IT
• Define standards for outsourced first-level coverage across cities to support scalable expansion
• Coordinate incident response, lead post-incident reviews, and feed learnings back into processes
• More than 8 years in IT Operations or IT Management
• Experience managing a distributed team across locations/time zones
• Proven ability to design and enforce SLA frameworks
• Strong ownership of joiner-mover-leaver processes with HR and Security
• Solid working knowledge of Jira Service Management for operations, queues, SLAs, and reporting
• Familiarity with ITIL or equivalent service management frameworks
• Ability to bring structure to a fast-scaling operation
• strong ownership
• coaching and people development
• clear communication
• SLA design and tracking
• incident management and post-incident reviews