IT Operations Lead — Scale SLAs Across Europe

SumUp; Barcelona; Presencial; EUR 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Stock options

€2000 L&D budget per year

Generous time off

Sabbatical after 3 years

Referral bonus

Descripción de la vacante

SumUp is seeking an IT Operations Manager to own the performance of a distributed team across Europe, spanning Berlin to Barcelona. You will design and enforce SLA frameworks, lead day-to-day operations, and collaborate with HR and Security to ensure seamless onboarding and compliant offboarding.

Join a fast-scaling fintech environment with a strong emphasis on structured processes, incident reviews, and continuous improvement.

Formación

• 8+ years of experience in IT Operations or IT management.
• Experience managing a distributed team across locations/time zones.
• Experience designing and enforcing SLA frameworks.
• Strong ownership of joiner-mover-leaver process with HR and Security.
• Proficiency with Jira Service Management for operational use.
• Familiarity with ITIL or similar service management frameworks.
• Ability to bring structure to a fast-scaling operation.

Responsabilidades

• Lead day-to-day performance of a team of system administrators and outsourced first-level IT admins across Europe.
• Set clear expectations, run regular 1:1s, and coach the team.
• Own SLA targets end-to-end: design priority model, enforce queue standards, run triage, and report performance to stakeholders.
• Own joiner-mover-leaver process with HR and Security to ensure onboarding and offboarding is timely and audit-ready.
• Manage regional access and licence lifecycle with clear approvals to keep shadow IT out.
• Set and enforce standards for outsourced first-level coverage across multiple cities.
• Coordinate incident response for operational failures and lead post-incident reviews.

Conocimientos

IT Operations

Team management

SLA design

Jira Service Management

HR & Security coordination

ITIL

Distributed teams

Herramientas

Jira Service Management

Descripción del empleo

SumUp is seeking an IT Operations Manager to own the performance of a distributed team across Europe, spanning Berlin to Barcelona. You will design and enforce SLA frameworks, lead day-to-day operations, and collaborate with HR and Security to ensure seamless onboarding and compliant offboarding.

Join a fast-scaling fintech environment with a strong emphasis on structured processes, incident reviews, and continuous improvement.