Service Design & Contract Implementation Lead

hlpy; Lombardia; Híbrido; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

hlpy is seeking a delivery/process professional to bridge contracts and operations across multiple countries. You will translate contracts into actionable processes, SLAs, and platform configurations before go-live, ensure feasibility, and drive onboarding across regions with cross-functional teams.

You'll craft KPI dashboards with the Data team and Delivery leadership, maintain our process library and RACI, and lead hands-on workshops to map and implement new processes as hlpy expands in Europe.

Formación

• +5 years of experience in process, implementation, onboarding or service delivery roles, ideally multi-country.
• Understand SLAs, KPIs and penalty mechanisms, and translate into daily operations.
• Think in processes: map flows, hand-offs and responsibilities, identify gray zones.

Responsabilidades

• Translate every new contract or tender into processes, SLAs, routing rules and platform configuration before go-live.
• Check operational feasibility of a contract before launch and prepare sign-off with Operations and Network.
• Coordinate onboarding of new B2B partners across countries from kick-off to stable service.
• Audit regularly that what we deliver matches what we signed: SLAs, service levels, penalties and reporting.
• Maintain hlpy's process library and the responsibility matrix (RACI) between Operations, Network and other functions.
• Design new processes where the platform can do more and turn them into clear requirements for Product and Technology.
• Define KPIs and the single dashboard used to run Delivery with Data team and Delivery leadership.
• Work hands-on: run workshops, map processes, write requirements and follow every go-live.

Conocimientos

Process mapping

SLA/KPI knowledge

Onboarding

Cross-functional collaboration

Contract interpretation

Descripción del empleo

What you'll be working on

You'll drive the journey from signed contract to running service, and you'll help keep that service aligned with the contract over time. Your week could include:

• Translating every new contract or tender into processes, SLAs, routing rules and platform configuration before go-live.
• Checking the operational feasibility of a contract before launch and preparing its sign-off with Operations and Network.
• Coordinating the onboarding of new B2B partners across countries, from kick-off to stable service.
• Auditing on a regular basis that what we deliver matches what we signed: SLAs, service levels, penalties and reporting.
• Maintaining hlpy's process library and the responsibility matrix (RACI) between Operations, Network and the other functions.
• Designing new processes where the platform can do more, and turning them into clear requirements for Product and Technology.
• Defining, with our Data team and the Delivery leadership, the KPIs and the single dashboard used to run Delivery.
• Working hands‑on: you'll run workshops, map processes, write requirements and follow every go‑live yourself.

If a contract, a process or a KPI defines how hlpy delivers its services, you'll be involved.

Who we're looking for

We're not looking for someone with the perfect résumé. We're looking for someone who can read a contract and immediately see how it will work, or fail, in real operations. You may come from consulting, operations excellence, service design, customer onboarding or implementation roles in assistance, insurance, mobility, logistics or B2B platforms. More importantly, you:

• Have +5 years of experience in process, implementation, onboarding or service delivery roles, ideally in a multi‑country environment.
• Understand SLAs, KPIs and penalty mechanisms, and know how they translate into daily operations.
• Think in processes: you naturally map flows, hand‑offs and responsibilities, and you spot gray zones before they become problems.
• Are comfortable working with Product and Technology teams and turning operational needs into clear requirements.
• Bring order to complexity and enjoy building standards that others can follow.
• Communicate with clarity and can influence without formal authority, from operators to client managers.
• Take ownership and make things happen.
• Speak fluent Italian and English; French or Spanish is a strong plus.

Why this role is different

Most process roles document how a company works. This one helps decide how it will work.

The role is new, and it sits at the center of a broader change in how hlpy organizes Delivery: business units with clear accountability, a supplier network managed as a platform, and new contracts arriving in every country.

You'll be the first person in this function, working directly with the Managing Director Delivery. You'll help set the standards every country will follow and have a direct say in how the platform evolves. As the function grows, your role can grow with it.

What success looks like after 12 months

• Every new contract goes live with a signed implementation plan: processes, SLAs, routing rules and platform setup agreed before day one.
• Onboarding a new B2B partner is faster and predictable, with one standard method used in every country.
• SLA compliance is measured regularly, gaps are closed quickly and contractual penalties are trending down.
• One process library and one RACI are adopted by Operations and Network in all countries, with no gray zones left open.
• Delivery runs on a single KPI dashboard trusted by the Leadership Team.
• You're recognized as the reference point for contracts and processes across Delivery, ready to take on more responsibility as the function grows.

Why hlpy

Because we're building something meaningful. Because we move fast. Because responsibility grows faster than hierarchy. Because we value ownership over politics and execution over bureaucracy.

And because if we do our job well, millions of people across Europe will get back on the road faster, with a service that does exactly what it promised.

If designing how things work, and then making sure they do, excites you, we'd love to meet you!

Location: Milan (hybrid) / Remote within Italy with regular visits to Milan