Purpose of the Role
We are looking for an experienced leader in the payments and hospitality technology sector to oversee our global service delivery structure. This role will lead two major support hubs (Italy and Kuala Lumpur), dedicated country support in Australia, and Regional Implementation Managers in Europe, Japan, UAE, Malaysia, and Australia.
The role requires a senior professional who combines strategic vision with hands-on execution. Beyond technical and domain expertise, we are seeking a leader who nurtures, supports, and empowers teams to succeedsomeone who can set direction without micromanaging, while still being willing to roll up their sleeves when situations demand it.
Key Responsibilities
- Provide leadership and oversight to regional hubs and implementation managers across multiple geographies.
- Develop and mentor managers, fostering a culture of empowerment, accountability, and collaboration.
- Ensure alignment of regional teams with global service delivery strategy.
- Ensure incidents and service requests are resolved within SLA across all supported regions.
- Drive problem management initiatives to eliminate recurring issues.
- Maintain and improve the performance of Global Blue's payment-related services against business targets.
- Oversee the regional implementation of payment gateway solutions, PMS/POS integrations, and merchant onboarding.
- Act as a key bridge between customers, regional teams, partners, and internal functions.
- Support major merchant and acquirer relationships globally, ensuring strong collaboration and trust.
- Engage with external vendors, acquirers, and technology partners to ensure constructive and solution-oriented interactions.
- Standardize and optimize service delivery processes across regions.
- Lead or support major projects, migrations, and rollouts in collaboration with technical and commercial teams.
- Facilitate knowledge sharing and best-practice exchange across hubs and regions.
Key Competencies & Skills
- Proven leadership experience in payments, hospitality IT, or fintech service delivery.
- Strong understanding of payment flows, merchant acquiring, and PMS/POS integrations.
- Track record of leading geographically distributed teams.
- Ability to balance strategic oversight with hands-on problem solving when needed.
- Strong communication and stakeholder management skills, including with senior executives and external partners.
- High cultural awareness and ability to foster collaboration across multicultural teams.
- Entrepreneurial mindset with focus on continuous improvement and customer value.
Qualifications
- 8+ years experience in service delivery, payments, or hospitality technology.
- Experience managing international teams in a matrix environment.
- ITIL or similar service management certification is an advantage.
- Fluent English required; additional languages an advantage.
- Willingness to travel internationally as required.
