Service Manager

Your Mission:

As a Service Manager at Bitpanda, your primary goal is to elevate our operational systems by aligning our services with strategic business objectives. You will implement a service-based operating model that optimises cloud capabilities, fostering an environment of continuous service improvement. Your focus will be on reducing incidents, downtimes, and degradations, ultimately striving for operational excellence. You will enhance business-critical service reliability through initiatives targeting technical, procedural, cultural, and organisational improvements.

What You’ll Do:

• Implement Service Management processes and drive the implementation of change management and service transition.
• Advocate for, measure, and improve the end-to-end performance of assigned services against agreed Service Level Agreements and business targets.
• Coordinate incident resolution and lead task forces to swiftly eliminate severe bugs.
• Provide and actively participate in on-call duty schedules for services in your portfolio.
• Hold regular service review meetings with business stakeholders, engineering, and product teams, and provide regular reports on issues and continuous improvement to senior management.

Who You Are:

• You hold an MSc or BSc in Information Systems, Computer Engineering, or a similar relevant field.
• You possess a hands-on personality, are self-driven, and prefer active involvement over sitting on the sidelines.
• You have the ability to lead teams effectively and provide guidance in ambiguous situations, coordinating and influencing technical discussions.
• You are capable of contributing to the development and future growth of service managers and software engineers.
• You are well-versed in ITIL Service Management principles and are highly collaborative, focusing on building relationships across all departments.