Global IT Service Delivery Lead & Cross‑Team Coordinator

Vaillant Group; Katowice; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Private medical care

Sports card subsidy

Group insurance

Ergonomic office spaces

Hybrid work model

Job summary

Vaillant Group in Katowice, Poland, is seeking an IT Service Manager to own end-to-end IT Operations services and coordinate global providers. You will monitor KPIs, manage major incidents, and drive continuous service improvement in a hybrid work setting.

With a background in IT and ITIL-based service management, you will report to Group IT, build governance standards, and contribute to KPI dashboards and management reporting. English fluency is essential; German is a plus.

Qualifications

• Bachelor or Master in Information Technology or related field.
• Strong knowledge of ITIL-based service management.
• Experience creating management reports and KPI dashboards.

Responsibilities

• Take end-to-end responsibility for defined IT Operations services throughout their lifecycle.
• Monitor and enforce service levels and KPIs; drive improvement measures.
• Coordinate internal teams and external nearshore/offshore providers for high-quality delivery.
• Lead regular service reviews with stakeholders and suppliers to identify optimization opportunities.
• Manage major incidents, escalations, communications, and problem management.
• Own service roadmaps and align with business requirements and Group IT objectives.
• Coordinate the ITSM Practice Hub within Group IT for knowledge sharing.
• Develop governance frameworks and reporting structures for consistency across the org.
• Define, harmonize, and monitor KPIs, reviews, and reporting to support decision-making.
• Collaborate with IT Process, Quality & Risk Management teams to maintain standards.

Skills

ITIL Service Mgmt

KPI dashboards

Stakeholder mgmt

IT Operations

ServiceNow

Education

Bachelor/Master in IT

Tools

ServiceNow

Job description

Vaillant Group in Katowice, Poland, is seeking an IT Service Manager to own end-to-end IT Operations services and coordinate global providers. You will monitor KPIs, manage major incidents, and drive continuous service improvement in a hybrid work setting.

With a background in IT and ITIL-based service management, you will report to Group IT, build governance standards, and contribute to KPI dashboards and management reporting. English fluency is essential; German is a plus.