IT Operations Lead EU

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.

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.

• 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

📍 Berlin, Germany | Full-time | Corporate IT