IT Operations Lead EU

📍 Berlin, Germany | Full-time | Corporate IT About the team Corporate IT at SumUp keeps technology working for 4,600+ people across more than 30 markets. The team runs the daily IT experience,  from hardware and access to service delivery and regional support, and is now building the management layer that lets it scale properly. This role sits at the centre of that build: you'll own the operational performance of a mixed in-house and outsourced support team across Europe, and you'll be the person who makes SLAs real, onboarding and offboarding reliable, and regional IT consistent from Berlin to Barcelona and beyond. If you're energised by bringing structure to a fast-moving operation rather than inheriting one that's already clean, this is the right opportunity. What you'll do Lead the 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 build capability through coaching Own SLA targets end-to-end: design the priority model, enforce queue standards, run the daily triage operation, and report performance to stakeholders in plain business language Take full ownership of the joiner-mover-leaver process in close partnership with HR and Security, ensuring every new joiner has hardware and access on day one, role changes are clean, and offboarding is timely and audit-ready Manage the regional access and licence lifecycle: provisioning, access reviews, renewals, and day-to-day allocation with a clear approval path that keeps shadow IT out Set and enforce the standards for outsourced first-level coverage across multiple cities, so expansion lands with structure and quality, not just headcount Coordinate incident response for operational failures, lead post-incident reviews, and make sure learnings feed back into process and tooling You'll be great for this role if… More than 8 years of experience working in IT Operations or as an IT Manager Proven experience managing a distributed team in different locations and time zones (4 - 8 team members). Deep experience designing and enforcing SLA frameworks. Strong ownership of the joiner-mover-leaver process end-to-end, working closely with HR and Security to keep access clean and offboarding audit-ready. Solid working knowledge of Jira Service Management for operational use, queue design, SLA tracking, and performance reporting. Familiarity with ITIL or similar service management frameworks, applied in practice rather than in theory. Comfort bringing structure and consistency to a fast-scaling operation. Why you should join SumUp 🌎 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office. This involves an office-first setup  🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced 🚀 Enrolment onto our Virtual Stock Option programme: you will own a stake in SumUp's future success 📚 A dedicated annual L&D budget of €2000 for your individual development, which can be used to attend conferences and/or advance your career through further education  🏖 Generous time off 🌴 Break4me: 1-month sabbatical after 3 years of service 🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team About SumUp Be empowered to do more that matters. At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance, and customer relationships. Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify. SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok.   Job Application Tip We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.

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