IT 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. You’ll 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. You’ll contribute to the CTO’s 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 you’ll 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
