Service Manager

Responsibilities:

Incident Management: Coordinate and oversee incident management activities, ensuring incidents are appropriately tracked, escalated, communicated and followed up on.

Problem Management: Identify recurring operational issues, facilitate root cause investigations and coordinate the tracking and resolution of underlying problems.

Cross-Team Coordination: Work closely with Engineering, Infrastructure, Support and other teams to facilitate operational activities, clarify responsibilities and resolve blockers.

Process Improvement: Identify gaps and inefficiencies in existing ITSM processes and propose practical improvements aligned with business needs.

Operational Communication: Ensure effective communication between technical teams and relevant stakeholders during incidents, investigations and other operational activities.

Documentation and Knowledge Management: Maintain and improve operational procedures, incident and problem management documentation, and internal knowledge resources.

Reporting and Visibility: Monitor incident and problem trends, provide operational insights and help identify opportunities to improve service quality.

Continuous Improvement: Coordinate follow-up actions, track improvement initiatives and help ensure that lessons learned result in meaningful changes.

ITSM Development: Contribute to the gradual development of Service Management practices, including future involvement in Change Management, service monitoring and operational governance.

Requirements:

3+ years of experience in IT Service Management, IT Operations, Incident Management, Problem Management, or a similar role.

Practical understanding of ITSM principles, particularly Incident and Problem Management.

Experience working with technical teams in an IT, software development, or technology-driven environment.

Ability to understand technical issues and translate them into clear operational information without necessarily being responsible for technical resolution.

Familiarity with issue-tracking, ticketing and knowledge management tools such as Jira, Confluence, or similar platforms.

Basic understanding of software development lifecycles, production environments and IT service operations.

Ability to maintain operational documentation, follow up on action items and coordinate activities across multiple teams.

Soft Skills and Personal Qualities:

These are particularly important for this position.

Strong communication skills: Ability to communicate clearly and effectively with both technical and non-technical stakeholders.

Adaptability: Comfortable operating in a dynamic business environment where priorities, requirements and processes may change.

Proactive mindset: Takes initiative, identifies improvement opportunities and addresses issues without requiring constant direction.

Collaboration and diplomacy: Able to build productive relationships, navigate disagreements and influence teams without direct authority.

Ownership and accountability: Takes responsibility for assigned activities and follows them through to completion.

Pragmatic problem-solving: Focuses on practical solutions rather than unnecessary bureaucracy or rigid processes.

Organizational skills: Able to manage multiple ongoing activities, prioritize effectively and maintain visibility of outstanding tasks.

Analytical thinking: Able to identify patterns, understand operational challenges and approach problems systematically.

Resilience under pressure: Maintains structured thinking and clear communication during incidents or challenging situations.

Continuous improvement mindset: Curious, open to feedback and interested in making existing ways of working more effective.

Nice to have:

Experience in fintech, payment processing, cryptocurrency, or another high-availability technology environment.

ITIL Foundation certification or equivalent practical knowledge of ITSM frameworks.

Experience participating in major incident coordination, post-incident reviews, or problem management investigations.

Familiarity with change and release management principles.

Understanding of regulatory or industry frameworks such as DORA, ISO 27001, or ISO 20000.

Experience contributing to the establishment or improvement of ITSM processes in growing organizations.

Familiarity with monitoring, alerting and incident response tools.

Basic knowledge of SRE concepts, service reliability, SLAs and SLOs.

Experience facilitating cross-functional meetings, workshops, or improvement initiatives.