Head of 24/7 Operations Center & Incident Response

Danish Crown A/S; Kraków; Hybrid; PLN 350,000 - 550,000; Full time

Benefits offered by this job

Private medical care

Lunch card

Life insurance

Multisport program

Additional holiday days

Job summary

Danish Crown is building an Operations Center in Kraków to provide continuous IT service for critical business systems. You will lead the Center and the Situation Management capability, shaping the operating model, runbooks, and escalation paths to protect production uptime.

You will design the staffing, interfaces, and governance needed for 24/7 coverage, deliver measurable improvements in incident response, and partner with Global IT, platform teams, and suppliers to ensure resilient services

Qualifications

• Several years of leadership experience running an IT operations centre, NOC, or similar.
• Hands-on major incident management at scale with cross-team coordination.
• Practical understanding of monitoring and event management.
• Strong ITIL knowledge and ability to apply it in operations.
• Proven track record building and developing teams.
• Fluent English; Polish language skills are a plus.
• Comfortable working in ambiguity and with cross-country teams.

Responsibilities

• Lead and develop the Operations Center and Situation Management teams.
• Oversee monitoring, event handling, major incident coordination and escalation.
• Provide operational input to change and problem management.
• Design triage and escalation practices to reduce noise and enable timely action.
• Collaborate with Service Management, End User Support, Workplace Delivery and supplier teams.

Skills

IT operations leadership

Major incident management

Monitoring & event management

ITIL knowledge

Team building & recruitment

Fluent English & Polish

Decision-making under ambiguity

Job description

Danish Crown is building an Operations Center in Kraków to provide continuous IT service for critical business systems. You will lead the Center and the Situation Management capability, shaping the operating model, runbooks, and escalation paths to protect production uptime.

You will design the staffing, interfaces, and governance needed for 24/7 coverage, deliver measurable improvements in incident response, and partner with Global IT, platform teams, and suppliers to ensure resilient services