Head of IT Service Management (Fintech)

Location: Hybrid in Stockholm, Sweden

Company

hirify.global is a global payments technology company whose platforms support businesses across five continents.

What you will do

• Lead and develop a team of four IT service management professionals.
• Own and continuously improve the ITSM framework, processes, standards, controls, and service performance measures in line with ITIL 4.
• Lead incident, problem, event, request, monitoring, and reporting processes.
• Manage major incidents from response and escalation through recovery and post-incident reviews.
• Govern change, release, deployment, validation, testing, and knowledge management practices.
• Coordinate with Technology, Operations, Risk, Compliance, customers, and external service providers while managing the ITSM board and KPI reporting.

Requirements

• Fluency in written and spoken Swedish and English is required.
• Hands-on experience with ITIL 4, particularly IT Service Operations and Service Transition.
• Proven ability to manage incidents end to end.
• Strong understanding of service governance, operational risk, controls, and regulatory requirements.
• Experience with ITSM platforms and monitoring tools such as JIRA, Confluence, DataDog, PowerBI, and AI.
• Experience leading ITSM in a regulated environment and managing service providers.

Nice to have

• ITIL 4 certification.
• Knowledge of DORA and operational resilience requirements.
• Experience with SAFe or Scrum.
• Background in payments, fintech, banking, or financial services.

Culture & Benefits

• Work within a regulated payments technology environment using AWS, modern agile practices, and continuous delivery.
• 30 days of annual leave.
• Health benefits of up to 3000 SEK.
• Employee Share Program and access to a benefits portal.
• Training opportunities and collaboration with an international workforce.