Head of Service Delivery – Remote-First

Head of Service Delivery – Remote‑First Join EPI Company to transform the European payments landscape. About EPI In today’s digital world, payments still feel outdated: random delays and confusing rules make it harder than it should be to pay and get paid. The European Payments Initiatives (EPI) is here to change all that, forever. With Wero, our digital wallet, we make sending and receiving money simple, seamless and secure across France, Belgium and Germany, with more countries and omnichannel solutions coming soon. Supported by 14 major banks and the two largest European acquirers, EPI is building a new, proudly European payment system: easy, instant and transparent, all for the greater good. What’s in it for you As Head of Service Delivery, you’ll oversee the Quality of Operations, steering the overall performance of our vibrant ecosystem and our members across Europe. This critical role sits at the heart of EPI’s operations with a focus on continuous improvement and extensive stakeholder engagement. About the team You’ll be part of the Operations and Service Delivery leadership team, which, next to service delivery management, covers monitoring and customer support, member quality assurance and fraud and security operations. You will lead a small team of two persons and report directly to the COO. Key responsibilities Set and communicate a clear operational quality vision aligned with company objectives. Align Service Delivery Strategy into high‑quality operational processes across departments. Implement and monitor performance metrics to identify issues, solve problems and foster a culture of continuous improvement. Propose measures for optimization. Agree on SLOs and track EPI member and vendor performance and resilience. Conduct regular service reviews with and reporting towards internal and external stakeholders. Manage escalation and incident resolution process (post‑mortems) with support of the teams. Provide support to regulatory reporting. Foster growth and development of the service delivery management team. Provide mentoring and guidance, empowering teams to achieve high performance and meet goals. Stimulate collaboration across the EPI organization and with EPI’s members. Requirements To succeed you should meet at least 70% of these qualifications: +10 years of experience in service delivery management, including at least 5 years in a leadership role. Proven leadership in defining and communicating a compelling operational quality vision. Extensive experience with service level agreement frameworks and quality improvement frameworks (e.g. ITIL, CMMi, Kanban). Strong track record in fintech and the payments industry, including familiarity with applicable regulatory and compliance requirements (DORA, PSD2, etc.). Exceptional communication and presentation skills for engaging with executives, customers and regulatory bodies. Fluency in English (CEFR level C or C2); proficiency in additional European languages such as French, German or Dutch is a plus. Comfortable and effective in remote‑first, multicultural work environments. Recruitment steps A first call with one of our recruiters. A technical interview with our Head of Operations and Head of Operations & Service Delivery. A final interview with our COO. Offer. Equal Employment Opportunity EPI offers the same job opportunities to all, without distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. EPI promotes the development of an inclusive work environment that mirrors the diversity of the clients our product serves. Job details Seniority level: Not Applicable. Employment type: Other. Job function: Management and Manufacturing. #J-18808-Ljbffr