Descripción de la oferta
Overview
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.
Compensaciones / BeneficiosVirtual Stock Option programmeannual L&D budget of 2000generous time offBreak4me sabbatical after 3 yearsemployee referrals bonus
ResponsabilidadesLead a distributed team of system administrators and outsourced IT staff across EuropeSet expectations, conduct regular one-to-ones, and coach for capability developmentOwn end-to-end SLA targets: design priority model, enforce queue standards, triage operations, report performanceManage joiner-mover-leaver process with HR and Security to ensure timely access and clean handoversOversee regional access and license lifecycle with authorized approval to prevent shadow ITDefine standards for outsourced first-level coverage across cities to support scalable expansionCoordinate incident response, lead post-incident reviews, and feed learnings back into processes
Requisitos principalesMore than 8 years in IT Operations or IT ManagementExperience managing a distributed team across locations/time zonesProven ability to design and enforce SLA frameworksStrong ownership of joiner-mover-leaver processes with HR and SecuritySolid working knowledge of Jira Service Management for operations, queues, SLAs, and reportingFamiliarity with ITIL or equivalent service management frameworksAbility to bring structure to a fast-scaling operationstrong ownershipcoaching and people developmentclear communicationJira Service ManagementSLA design and trackingincident management and post-incident reviews
