Head of IT Operations & Vendor Management

Instant Impact; Polska; Hybride; PLN 540 000 - 660 000; Plein temps

Résumé du poste

Instant Impact is seeking a Head of IT Operations & Vendor Management in Cracow, Poland, to provide strategic leadership across IT service delivery, supplier governance, and operating models.

The role focuses on managing MSP relationships, developing governance frameworks, and building a high-performing IT operations capability to support transformation initiatives.

Qualifications

• Proven experience in a senior IT Operations, Service Management, or Vendor Management leadership role.
• Strong background in IT service management, operational governance, and service delivery.
• Demonstrable experience managing MSPs and third-party technology suppliers.
• Experience developing and implementing vendor governance frameworks and performance management processes.
• Strong financial and budget management capabilities.
• Experience leading operational teams and developing internal capabilities.
• Excellent stakeholder engagement and relationship management skills.
• Strong understanding of incident, problem, change, and service management best practices.
• Excellent communication, leadership, and decision-making skills.

Responsabilités

• Lead and manage relationships with MSPs and strategic technology suppliers.
• Own and develop the IT service management framework, including SLAs, KPIs, and service performance metrics.
• Drive governance across incident, problem, change, and service review processes.
• Establish and maintain a robust vendor governance framework to ensure supplier accountability and performance.
• Manage operational budgets and oversee vendor performance.
• Build, develop, and lead an internal IT operations function and capability.
• Develop service performance dashboards and reporting for senior stakeholders.
• Ensure operational processes are effective, scalable, and aligned with business objectives.
• Support operational readiness activities associated with technology transformation programmes.
• Engage with senior stakeholders to ensure technology services meet business requirements.

Description du poste

Head of IT Operations & Vendor Management

Department: Client Role

Employment Type: Full Time

Location: Cracow, PL

Compensation: zł540,000 - zł660,000 / year

Description

Our client, a leading organisation within the financial services sector, is seeking a Head of IT Operations & Vendor Management to provide strategic leadership across IT service management, operational performance, supplier governance, and the development of a sustainable long-term technology operating model.

This senior leadership role will be responsible for ensuring the effective delivery of technology services, managing key supplier relationships, and building the operational capability required to support the organisation through a significant period of transformation and beyond.

Key Responsibilities

• Lead and manage relationships with Managed Service Providers (MSPs) and strategic technology suppliers.
• Own and develop the IT service management framework, including SLAs, KPIs, and service performance metrics.
• Drive governance across incident, problem, change, and service review processes.
• Establish and maintain a robust vendor governance framework to ensure supplier accountability and performance.
• Manage operational budgets and oversee vendor commercial performance.
• Build, develop, and lead an internal IT operations function and capability.
• Develop service performance dashboards and reporting for senior stakeholders.
• Ensure operational processes are effective, scalable, and aligned with business objectives.
• Support operational readiness activities associated with technology transformation programmes.
• Engage with senior stakeholders to ensure technology services meet business requirements and expectations.

Skills, Knowledge and Expertise

• Proven experience in a senior IT Operations, Service Management, or Vendor Management leadership role.
• Strong background in IT service management, operational governance, and service delivery.
• Demonstrable experience managing MSPs and third-party technology suppliers.
• Experience developing and implementing vendor governance frameworks and performance management processes.
• Strong financial and budget management capabilities.
• Experience leading operational teams and developing internal capabilities.
• Excellent stakeholder engagement and relationship management skills.
• Strong understanding of incident, problem, change, and service management best practices.
• Excellent communication, leadership, and decision-making skills.