Head of Terminal Services & Customer Operations (Vilnius)

🌍 About the Company

Our client, a leading provider of EFT POS terminal and transaction routing solutions, is recognized across the Baltics and globally as a trusted Terminal Service Provider and payment technology consultant.

💼 About the Role

As Head of Terminal Services & Customer Operations, you will take full ownership of terminal lifecycle management, service delivery excellence, and customer experience strategy.

You will lead cross-functional operational teams, optimise service processes, and ensure seamless onboarding, deployment, maintenance, and support of EFT POS infrastructure. This role is pivotal in driving operational efficiency, service quality, and long-term client partnerships in a fast-evolving payments environment.

🔍 Responsibilities:

• Define and execute the terminal service delivery strategy aligned with growth and efficiency targets;

• Lead end-to-end payment terminal operations, including POS deployment, maintenance, integrations, and lifecycle management;

• Oversee payment infrastructure stability, ensuring high availability and operational resilience;

• Establish and optimise operational models, control frameworks, and service governance standards;

• Ensure SLA, KPI, and service quality compliance across technical support and field operations;

• Own incident, problem, and change management processes to minimise downtime and operational risk;

• Launch and scale new terminal services, operational processes, and support models;

• Manage stakeholder relationships with business clients, technology partners, and service providers;

• Prepare and present performance, incident, and service quality reports to senior management;

• Lead and develop a 12-person team across technical support and operations, fostering accountability and growth.

🎓 Requirements:

• 5+ years of experience in payments, FinTech, banking, or IT services;

• Proven experience managing payment infrastructure, POS terminals, or TSP operations;

• Strong leadership experience managing technical or operational teams;

• Hands-on experience implementing new services, operational frameworks, or process improvements;

• Solid understanding of SLA management, service governance, and operational KPIs;

• Experience with incident, change, and problem management in mission-critical environments;

• Strong stakeholder management and cross-functional collaboration skills;

• Fluent Lithuanian and English are required. Russian is considered an advantage.

🤝 Key Competencies:

• Strong leadership and team development skills;

• Strategic and operational mindset;

• Strong problem-solving and decision-making skills;

• Customer and service-oriented approach;

• Effective stakeholder management and cross-functional collaboration;

• Ability to drive operational excellence and continuous improvement.

✨ The Employer offers:

• Direct impact on payment infrastructure performance and service quality;

• Competitive executive-level compensation: €5,000 – €6,500 gross per month;

• Performance-based bonus system linked to agreed KPIs and company results;

• Additional private health insurance after 6 months of employment;

• Professional autonomy and decision-making ownership within a collaborative office-based environment;

• Opportunity to shape processes, systems, and team structure.

If you’re ready to lead mission-critical payment operations and build a high-performing service organization – let’s talk!