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# IT Operations Lead EU

- **Company:** SumUp
- **Location:** Berlin, Germany
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Information Technology Operations, Performance Monitor
- **Published:** August 12, 2026
- **Apply:** https://de.indeed.com/viewjob?jk=dc1a03ad5f2255cb

## About the Role

* 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.

## Description

* 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