IT Service Manager

About Unlimit

Unlimit is the global fintech powerhouse behind the world’s largest proprietary payments infrastructure.

Founded in 2009, Unlimit operates across 17 global offices with 700+ experts, seamlessly integrating 1,000+ payment methods into a single platform. From London to São Paulo, we empower businesses to scale across borders with a unified suite of financial tools — including payment processing, alternative payment methods, multicurrency business accounts, card issuing, banking-as-a-service, and crypto on- and off-ramps.

Our mission is to break down financial barriers and enable seamless money movement across borders. We give forward-thinking businesses the tools to accept, send, and manage payments effortlessly, wherever they operate

We are looking for an experienced IT Service Manager to own the lifecycle, reliability, and compliance posture of Unlimit’s internal and business-critical IT services — from payments connectivity (SWIFT, SEPA, Mastercard, Visa, VOP BOL) to our SaaS ecosystem. You will ensure that every service is catalogued, auditable, cost-efficient, and resilient — enabling smooth business operations across all regions and regulatory domains.

What You’ll Be Doing

At Unlimit, IT services are the foundation of our payments and business infrastructure. As an IT Service Manager, you will design and operationalize how services are tracked, measured, and continuously improved — ensuring that our technology estate remains reliable, compliant, and AI-ready.

Your first mission will be to maintain a unified Service Catalog and CMDB-lite, mapping all business-critical systems, dependencies, and owners. You’ll define and monitor SLOs, SLAs, and OLAs, run quarterly service reviews, and ensure that every service has clear accountability and a continuous improvement path.

You’ll drive ITIL-based operational excellence — running Incident, Problem, and Change processes with a focus on prevention, post-mortems, and transparent communication. You’ll build and evolve the knowledge base (SOPs, runbooks, FAQs, DFDs, and playbooks), embedding automation and AI-assisted workflows to keep documentation fresh, searchable, and actionable.

You’ll take direct ownership of payment and SaaS platforms — administering SWIFT, SEPA, Mastercard, Visa, and VOP BOL environments, managing certificates and encryption keys (QWAC, KMS, HSM), coordinating maintenance with schemes and banks, and ensuring configuration integrity across UAT and PROD.

Beyond payments, you’ll oversee SaaS access and governance — enforcing RBAC, SSO, MFA, and SoD policies; optimizing license utilization; running quarterly access recertifications; and preparing audit evidence for PCI DSS, DORA, and other regulatory frameworks.You’ll also manage vendor relationships, renewal calendars, and risk events — ensuring contracts, SLAs, and compliance checks are handled proactively. Where automation or AI can reduce operational toil or improve auditability, you’ll lead its implementation responsibly.

Must-Have:

· 5+ years of experience in IT service or operations management within SaaS, fintech, or enterprise environments.

· Proven hands-on experience with payment rails (SWIFT, SEPA, Mastercard, Visa, or similar).

· Solid understanding of ITIL v4 (Incident, Problem, Change, Service Catalog, CMDB).

· Strong documentation skills (SOPs, runbooks, DFDs, service reports) and crisp stakeholder communication.

· Practical IAM knowledge: SSO, MFA, RBAC, JML, SoD, quarterly access reviews.

· Experience using LLMs for generating or updating SOPs, post-incident reports, or audit responses.

· Familiarity with RAG-style knowledge bases (Confluence, Notion) and structured documentation (tagging, freshness, access control).

· Ability to orchestrate routine admin automations (e.g., n8n) and work with APIs/webhooks for license hygiene and service checks.

· Comfortable handling structured data (JSON/YAML) and writing small scripts (Python/Bash) for reporting or evidence packing.

· Understanding of AI guardrails in enterprise IT (data minimization, role scopes, approval checkpoints, auditability).

Nice-to-Have:

· Certifications: ITIL v4 Managing Professional, AWS SysOps Administrator, or similar.

· Exposure to PCI DSS, SWIFT CSP, PSD2, DORA, or equivalent compliance frameworks.

· Experience with SaaS estate management (Google Workspace, Atlassian, Slack, Miro, etc.).

· Knowledge of AIOps/ChatOps tools (n8n, Tines, Windmill) for automated reporting and ticket correlation.

Strong cross-functional collaboration with Cloud, Security, and Product 

Join Unlimit Team now!

Unlimit is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief.