IT Service Manager at Unlimit

Belgrade, Serbia

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, PaymentsIndustries

Requirements

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

Responsibilities

Maintain a unified Service Catalog and CMDB-lite, mapping all business-critical systems, dependencies, and owners
Define and monitor SLOs, SLAs, and OLAs, run quarterly service reviews, and ensure clear accountability and continuous improvement for every service
Drive ITIL-based operational excellence: run Incident, Problem, and Change processes with focus on prevention, post-mortems, and transparent communication
Build and evolve the knowledge base (SOPs, runbooks, FAQs, DFDs, playbooks), embedding automation and AI-assisted workflows
Take direct ownership of payment platforms: administer SWIFT, SEPA, Mastercard, Visa, and VOP BOL environments; manage certificates and encryption keys (QWAC, KMS, HSM); coordinate maintenance with schemes and banks; ensure configuration integrity across UAT and PROD
Oversee SaaS access and governance: enforce RBAC, SSO, MFA, and SoD policies; optimize license utilization; run quarterly access recertifications; prepare audit evidence for PCI DSS, DORA, and other frameworks
Manage vendor relationships, renewal calendars, and risk events; ensure contracts, SLAs, and compliance checks are handled proactively
Lead implementation of automation or AI to reduce operational toil or improve auditability

Skills

Key technologies and capabilities for this role

ITILSLOSLAOLACMDBSWIFTSEPAMastercardVisaService CatalogIncident ManagementProblem ManagementChange Management

Questions & Answers

Common questions about this position

What is the salary or compensation for the IT Service Manager role?

This information is not specified in the job description.

Is this IT Service Manager position remote or does it require office presence?

This information is not specified in the job description.

What key skills and experience are required for the IT Service Manager role?

The role requires experience with ITIL-based processes (Incident, Problem, Change), managing payment systems like SWIFT, SEPA, Mastercard, Visa, and VOP BOL, handling certificates and encryption (QWAC, KMS, HSM), and SaaS governance including RBAC, SSO, MFA, and compliance with PCI DSS and DORA.

What is the company culture like at Unlimit?

Unlimit fosters operational excellence with a focus on reliability, compliance, continuous improvement, and leveraging automation and AI to reduce toil and enhance efficiency across its global operations.

What makes a strong candidate for the IT Service Manager position?

A strong candidate has experience owning IT service lifecycles for business-critical systems, expertise in payments connectivity and SaaS governance, and the ability to drive ITIL processes, compliance, and AI-enabled improvements.

Unlimit

Provides borderless payment solutions globally

About Unlimit

Unlimit provides borderless payment solutions for businesses aiming to grow locally and globally. The company has developed a large in-house payment infrastructure that allows it to offer a wide range of financial services, including payment acceptance, payment processing, and corporate fund management. Businesses can easily acquire cards, utilize alternative payment methods, and handle international transfers through Unlimit's platform. What sets Unlimit apart from its competitors is its extensive coverage and variety of payment options, including unique local methods tailored to different regions. This enables businesses to confidently enter new markets. Unlimit's goal is to support innovative companies in moving beyond traditional banking technologies, facilitating their expansion and financial management in the evolving fintech landscape.

London, United KingdomHeadquarters

2009Year Founded

VENTURE_UNKNOWNCompany Stage

FintechIndustries

201-500Employees

Benefits

Hybrid Work Options

Paid Vacation

Risks

Increased competition from fintech startups targeting niche markets like the female economy.

Regulatory scrutiny in emerging markets due to DeFi, GameFi, and NFT collaborations.

Challenges in African market expansion due to local regulatory environments.

Differentiation

Unlimit offers the largest in-house developed payment infrastructure globally.

The company provides unique local payment options tailored to specific regions.

Unlimit's borderless payment solutions facilitate seamless international business expansion.

Upsides

Embedded finance growth aligns with Unlimit's BaaS offerings.

Rising digital wallets and contactless payments boost Unlimit's card issuing services.

Cross-border e-commerce growth supports Unlimit's borderless payment solutions.

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