Senior Service Management Lead — IT Ops & Governance

Be | Shaping the Future Poland; Milano; In loco; EUR 87.000 - 122.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remuneration on B2B

Mindgram access

Free gym

Descrizione del lavoro

Be | Shaping the Future Poland seeks a Service Management Deputy Team Lead to bridge technology teams, stakeholders, and vendors. You will drive service quality, governance, and continuous improvement across the organization.

You will own the Service Management framework, monitor KPIs and SLAs, and lead major incident follow-ups and service-maturity initiatives in a large enterprise environment.

Competenze

• Strong knowledge of ITIL processes and Service Management best practices.
• Hands-on experience with Incident, Problem, Change, and Service Level Management.
• Experience managing vendors, service providers, and operational performance.
• Excellent stakeholder management, reporting and communication skills.

Mansioni

• Own and develop the Service Management framework and operating model.
• Govern Incident, Problem, Change, Request, and Service Level Management processes.
• Define and monitor KPIs, SLAs, OLAs, and service performance dashboards.
• Lead operational governance reviews, major incident follow-ups, and service improvement initiatives.
• Manage vendor performance, contractual commitments, and service quality.
• Support budget planning, cost optimization, and financial governance.
• Drive automation, simplification, and service maturity initiatives.
• Partner with Engineering, Operations, Risk, Audit, Security, and business stakeholders.

Conoscenze

ITIL processes

Leadership

Governance

Stakeholder management

Vendor management

Service delivery

Communication

Strumenti

ServiceNow

Descrizione del lavoro

Be | Shaping the Future Poland seeks a Service Management Deputy Team Lead to bridge technology teams, stakeholders, and vendors. You will drive service quality, governance, and continuous improvement across the organization.

You will own the Service Management framework, monitor KPIs and SLAs, and lead major incident follow-ups and service-maturity initiatives in a large enterprise environment.