Service Management Deputy Team Lead

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 has a proven position of being a reliable partner for financial services organisations to analyse complex requirements, find solutions and implement them in their entirety, regardless of their complexity. Since the foundation of Be Poland in 2013, we have been continually expanding and customising our spectrum of services. Today, we are privileged to have in our team the best individuals in each sector we operate within the financial services industry.

Service Management Deputy Team Lead, you will act as the key link between technology teams, business stakeholders, and vendors, driving service quality, operational excellence, governance, and continuous improvement across the organization.

Key Responsibilities:

• 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

Requirements:

• 10+ years of experience in IT Operations, Infrastructure, or Service Management
• 5+ years of experience in leadership, governance, or service delivery roles
• 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
• Strong stakeholder management, reporting, and communication skills
• Experience working in large enterprise environments

Nice to Have:

• Banking, financial services, or other highly regulated industries
• ServiceNow or other ITSM platforms
• Automation, AIOps, operational analytics, or continuous improvement initiatives
• Project or program management experience

Our offer:

• Competitive remuneration on B2B contract
• Access to Mindgram – mental health & well-being platform
• Free gym at Q22