Associate Service Manager

Who we are 

We simplify wealth creation. Founded in 2014 in Vienna, Austria by Eric Demuth, Paul Klanschek and Christian Trummer, we’re here to help people trust themselves enough to build their financial freedom — for now and the future. Our user-friendly, trade-everything platform empowers both first-time investors and seasoned experts to invest in the cryptocurrencies, crypto indices, stocks*, precious metals and commodities* they want — with any sized budget, 24/7. Our global team works across different cultures and time zones, bringing our products to more than 4 million customers, making us one of Europe’s safest and most secure platforms that powers modern investing.

Headquartered in Austria but operating across Europe, our products are built by fast-moving, talented, “roll-up-your-sleeves-and-make-it-happen” kind of people. It’s these diverse perspectives and innovative minds operating as ONE TEAM that keep Bitpanda at the cutting edge of our industry. So if you’re someone who thinks big, moves fast and wants to make an impact right from day one, then get ready to join our industry-changing team. Let’s go!

Your Mission

As a Service Manager at Bitpanda, your primary goal is to elevate our operational systems by aligning our services with strategic business objectives. You will implement a service-based operating model that optimises cloud capabilities, fostering an environment of continuous service improvement. Your focus will be on reducing incidents, downtimes, and degradations, ultimately striving for operational excellence. You will enhance business-critical service reliability through initiatives targeting technical, procedural, cultural, and organisational improvements.

What You’ll Do

• Implement Service Management processes and drive the implementation of change management and service transition.
• Advocate for, measure, and improve the end-to-end performance of assigned services against agreed Service Level Agreements and business targets.
• Coordinate incident resolution and lead task forces to swiftly eliminate severe bugs.
• Provide and actively participate in on-call duty schedules for services in your portfolio.
• Hold regular service review meetings with business stakeholders, engineering, and product teams, and provide regular reports on issues and continuous improvement to senior management.

Who You Are

• You hold an MSc or BSc in Information Systems, Computer Engineering, or a similar relevant field.
• You have a hands-on personality, are self-driven, and prefer active involvement over sitting on the sidelines.
• You have the ability to lead teams effectively and provide guidance in ambiguous situations, coordinating and influencing technical discussions.
• You are capable of contributing to the development and future growth of service managers and software engineers.
• You are well-versed in ITIL Service Management principles and are highly collaborative, focusing on building relationships across all departments.

Our Tech Stack

• Backend: Java 11+, Golang, Python, PHP
• Frontend: VueJS, Angular, Typescript
• Mobile: Swift (iOS) and Kotlin (Android)
• Others: Jira , Slack , Datadog , Snowflake , AWS ,
• Blockchain

What’s in it for you

• We're proud of our flexible working model that includes 2 days (minimum) working from the local Hub, plus 60 Work From Anywhere days annually
• Total compensation package including participation in our Bitpanda stock option plan
• Competitive benefits programs and policies shaped by our flexibility-first philosophy 
• Exclusive premiums when trading on Bitpanda
• Company-wide and team events — both in-person and virtually!
• Bitpanda swag to keep you living the brand

And, above all, the opportunity to learn and grow as part of Bitpanda’s incredible journey towards being Europe’s future #1 investment platform.

Bitpanda is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive workplace is paramount to our success and we are committed to building a team that represents a wide variety of backgrounds, perspectives, and skills.