Service Management Lead

Service Management Lead

About the role

We are looking for a Service Management Lead to lead our IT support and service management function. Reporting directly to the CTO you will ensure that our internal IT environment tools applications and assets is reliable compliant and scalable as we grow. Youll manage a team of six specialists covering support applications processes & policies IAM and security.

Your mission is to streamline IT services standardize processes and strengthen compliance in line with frameworks relevant to fintech including DORA. Youll contribute to the CTOs strategy ensuring our teams have the right tools support and guidance to work securely and effectively.

This is a hands-on leadership role in a growing fintech ideal for someone who combines solid service management experience with an eye for compliance and a collaborative leadership style.

What youll do

• Lead the IT Service Management function managing a team of 6 specialists.
• Own internal IT support ensuring efficient responsive and user-friendly service.
• Guarantee compliance of the IT domain (tools assets applications) with regulatory and internal requirements.
• Oversee IT processes: design document standardize and communicate them across the organization.
• Report to the CTO on IT usage efficiency compliance and improvement opportunities.
• Provide guidance to all teams and users on best use of tools and systems.
• Coordinate procurement of IT supplies and manage asset inventory and lifecycle.
• Drive standardization and automation of IT processes to improve scalability and resilience.
• Serve as a key contributor to IT strategy within the CTO office collaborating closely with the CTO Head of Engineering IT Platform Lead and Information Security.

Your profile

• Experience in IT Service Management preferably in fintech or other regulated industries.
• Knowledge of compliance frameworks relevant to financial services especially DORA; familiarity with ISO 27001 SOC 2 or PCI-DSS is a plus.
• Experience leading small teams with the ability to coach coordinate and develop specialists.
• Strong process orientation: able to design document and roll out effective IT processes.
• Comfortable balancing operational oversight with strategic contribution.
• Knowledge of Microsoft ecosystems (Windows Microsoft 365 Entra ID) and SaaS tools (e.g. Atlassian Shortcut iTop).
• Strong communication skills able to explain IT processes and best practices to non-technical audiences.
• Certifications (ITIL CISSP CISM ISO Auditor etc.) are valued but not required.

Why join us

• A fintech scale-up environment: fast-moving collaborative and impact-driven.
• Hybrid work policy with offices in Berlin Amsterdam or Ghent.
• Opportunity to shape and professionalize IT services for a 250-person organization.
• A monthly salary based on your experience plus a fixed 13th month salary
• Room and budget to build trial fail and learn part of this is our continuous growth potential and training budget of 2.000 per year
• A super cool office space a villa with a garden located in Prague 6 Hanspaulka
• Work from home up to 3 days per week with homeoffice allowance
• Epic trips & activities both with our Prague office and with LYNX international
• Access to Multisport Card
• Meal vouchers