Head of Service Delivery – Remote-First

 Be part of a movement to change the way Europe pays

In today's digital world, payments often still feel outdated: random delays and confusing rules make it harder than it should be to pay and get paid. The European Payments Initiative (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, along with EPI's members across Europe. This is a critical role 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.

Your impact

Operations Quality Leadership, Strategy & Vision

• 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

Internal and external stakeholder management

• 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 escalations and incident resolution process (postmortems) with support of the teams

• Provide support to regulatory reporting

People management

• 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

To succeed, you should meet at least 70% of these requirements

• +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

If this looks like you, the recruitment steps are:

1. A first call with one of our recruiters

2. A technical interview with our Head of Operations and Head of Operations & Service Delivery

3. A final interview with our COO

4. Hopefully, an offer you can't refuse
   

Turn back if …

• You're expecting to change everything upon your arrival with no consideration for your colleagues work or the regulatory constraints

• You thrive only in a fully processed and guided environment

• You are not willing to pull up your sleeves and be actively involved in the implementation of the improvements

Otherwise apply

Our commitment to equal employment opportunities

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 is serving.