Service Design Lead: From Contract to Live Service

hlpy; Lombardia; Hybrid; EUR 60,000 - 90,000; Full time

Job summary

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.

Qualifications

• +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.

Responsibilities

• 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.

Skills

Process mapping

SLA/KPI knowledge

Onboarding

Cross-functional collaboration

Contract interpretation

Job description

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.