IT Operations Lead EU

You'll own the operational performance of a mixed in-house and outsourced support team across Europe. You'll be the person who makes SLAs real, onboarding and offboarding reliable, and regional IT consistent from Berlin to Barcelona and beyond.

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

What you'll need

• 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

What they offer

• Virtual Stock Option programme: own a stake in SumUp's future success
• Annual L&D budget of €2000 for individual development, conferences, and further education
• Generous time off and 1-month sabbatical after 3 years of service
• Referral Bonus: earn additional rewards by referring talented individuals