Summary

As Service Manager you elevate Bitpanda`s operational processes and systems by improving the alignment of offered services and its strategic business objectives. You will implement a service based operating model that optimises cloud capabilities. Agile thinking is the baseline for consistent service improvement. The reduction of incidents and downtime as well as providing seamless governance for changes is a key element in striving for operational excellence. You enhance the business-critical service reliability through initiatives addressing technical, procedural, cultural, and organisational improvements.

What youll do 

• Implement, improve and advocate Service Management processes across the company. Drive and support the implementation of change management and service transition 
• Continuously work on service improvements to enable the development team to work more efficiently. Participate in ISO 27001 , SOC2 and other industry audits. Responsible for the service catalogue in your area being up-to-date,hold  regular meetings with the solution owners to discuss open points in regards to incidents, changes, problems and upcoming topics
• Measure and improve the end-to-end performance of the assigned  services against agreed Service Level Agreements and business targets. Driving problem management activities in order to permanently remove incident root causes including impact analysis and documentation
• Assist development team delivering  high quality Post-Mortem Meetings and Documentation,  Coordinate resolution on major incidents and lead task forces to get resolution swiftly 
• Expanding Service Management beyond engineering teams. Hold regular service review meetings with business stakeholders,  engineering and product and regular reporting on issues and continuous improvement to senior management 

Who you are 

• You have experience in Information Systems, Computer Engineering or a similar relevant field with a strong interest in Devops , Agile , SRE , BCP , SAFe best practices and an agile mindset
• Hands-on personality, self-driven, somebody who likes to be involved rather sitting on the sidelines
• You communicate effectively and have the ability to lead teams and provide guidance in ambiguous situations. You have the ability to coordinate and influence technical discussions and are able to contribute to the development and future growth of service managers and software engineers
• You are owning your impact and used to deliver continuously step by step
• With experience in a SaaS environment you are highly collaborative, focused on building relationships across all departments and flexible to On call duty participation. 

Whats in it for you

• Hybrid-working model with 60-Work From Anywhere days 
• Competitive total compensation package including participation in our stock option plan
• Market-leading benefits programs and policies shaped by our flexibility-first philosophy 
• Exclusive premiums when trading on Bitpanda
• Company-wide and team events both in-person and virtually!
• Bitpanda swag to keep you living the brand

Skills

• Communications Skills