📍 Berlin, Germany | Full-time | Corporate IT
About the teamCorporate IT at SumUp keeps technology working for 4,600+ people across more than 30 markets. The team runs the daily IT experience, from hardware and access to service delivery and regional support, and is now building the management layer that lets it scale properly. This role sits at the centre of that build: you'll own the operational performance of a mixed in-house and outsourced support team across Europe, and you'll be the person who makes SLAs real, onboarding and offboarding reliable, and regional IT consistent from Berlin to Barcelona and beyond. If you're energised by bringing structure to a fast-moving operation rather than inheriting one that's already clean, this is the right opportunity.
What you'll doLead 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
- 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.
🌎 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office. This involves an office-first setup
🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced
🚀 Enrolment onto our Virtual Stock Option programme: you will own a stake in SumUp's future success
📚 A dedicated annual L&D budget of €2000 for your individual development, which can be used to attend conferences and/or advance your career through further education
🏖 Generous time off
🌴 Break4me: 1-month sabbatical after 3 years of service 🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team
About SumUpBe empowered to do more that matters.
At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance, and customer relationships.
Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.
SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok.
Job Application Tip
We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.
Skills Required
- 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
- Ownership of the joiner-mover-leaver process end-to-end, working closely with HR and Security
- 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
- Experience coordinating incident response, leading post-incident reviews, and feeding learnings back into process and tooling
- Ability to bring structure and consistency to a fast-scaling operation
SumUp Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SumUp and has not been reviewed or approved by SumUp.
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Leave & Time Off Breadth — Paid time off is positioned as a standout, including 22 vacation days that increase with tenure, public holidays, a quarterly Wellness Day, special leave, and a fully paid one‑month sabbatical after three years. This combination makes time-off benefits feel notably robust in the overall rewards package.
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Healthcare Strength — Health coverage is described as comprehensive, with medical plan options (including carriers such as Cigna and Kaiser) plus dental and vision. Company-paid life insurance and disability coverage are also part of the protection package in the U.S. materials.
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Retirement Support — Retirement benefits include a published 401(k) match formula that provides an employer match up to a stated cap. The clarity of the match structure supports straightforward evaluation during offer comparisons.
SumUp Insights
What We Do
SumUp believes that every business should have access to affordable, easy-to-use financial solutions, no matter their size. That’s why more than 3 million businesses worldwide rely on SumUp to run their business. What started out as one card reader has now turned into a range of payment hardware, banking solutions, marketing, and loyalty tools, invoicing, and so much more. From sales and marketing to product and engineering, our cross-functional US team works together to ensure that small business owners can be successful doing what they love.
Why Work With Us
SumUp USA is part of the global SumUp organization that stretches across multiple continents from Berlin to Sao Paulo. Our teams are multicultural, have a collaborative mindset and bold goals. Join our mission if you want to become part of the success story and help empower over 3 million merchants using SumUp already!
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