Service Management Team Leader

About the role

The Service Management Team Leader will head the Service Operations Centre (SOC) to guarantee continuous availability, performance and stability of enterprise IT services. This role is pivotal in driving operational excellence, fostering cross‑functional collaboration and ensuring robust governance for 24/7 IT operations.

Key responsibilities

• Lead the SOC and maintain the health of core banking applications, payment gateways and regulatory systems.
• Implement and improve incident, problem and service management processes.
• Enhance observability and monitoring using tools such as Prometheus, Instana and Grafana.
• Produce daily dashboards, SLA compliance reports and executive summaries for IT leadership.
• Coordinate with infrastructure, cybersecurity, application support and third‑party vendors to resolve issues.
• Develop team capabilities and ensure adherence to ITIL frameworks and financial‑industry regulations.

Required profile

• 3‑4 years of experience in IT or Service Operations, with at least 1 year in a supervisory role.
• Proven track record leading a 24/7 Service Operations Centre in a banking or financial environment.
• Strong analytical skills for data interpretation, reporting and dashboard creation.
• Experience with business continuity, disaster recovery planning and governance compliance.

Required skills

• Prometheus
• Instana
• Grafana (or equivalent monitoring platforms)
• ITIL Foundation/Intermediate certification (preferred)
• Core banking platforms and payment gateway knowledge
• Incident and problem management
• SLA/OLA monitoring and reporting

What we offer

• Opportunity to lead a critical IT function within a fast‑paced, mission‑critical environment.
• Professional growth through exposure to cutting‑edge monitoring technologies and financial systems.