IT Operations Lead (Customer Service)

Billennium; Poland; Hybrid; PLN 180,000 - 280,000; Full time

Benefits offered by this job

Comprehensive benefits

Flexible hours

Career growth

Global collaboration

Innovative environment

Engaging community

Team-building events

Welcome pack

Job summary

Billennium is seeking an IT Operations Lead to design, govern, and continuously improve the operational framework for the Customer Service application portfolio. This role emphasizes reliability, observability, and collaboration with product teams across international projects.

You'll drive unified service metrics, enforce guardrails with vendors, and own the Operations Roadmap while maintaining a strong focus on compliance, including GxP considerations where relevant.

Qualifications

• 5+ years in IT service operations or infra management.
• Experience in regulated life sciences or compliant IT environments.
• Strong DevOps, SRE, and cloud-native infrastructure knowledge.
• Proven ability to engage stakeholders and vendors.

Responsibilities

• Design and govern the operational framework for Customer Service apps.
• Deliver unified observability and a single health dashboard.
• Consolidate tooling, own the operations roadmap, ensure compliance.
• Collaborate with product teams, monitor trends, and drive continuous improvement.
• Lead with a reliability mindset and root-cause problem management.

Skills

IT operations

Vendor governance

DevOps / SRE

Stakeholder management

Tools

Grafana

Splunk

Datadog

Job description

Billennium is a global technology company with over 20 years of experience, committed to innovation and empowering businesses. As an employer, we offer a supportive, growth-focused environment where collaboration and creativity thrive. Join us to shape the future of technology together!

About the role

We're looking for an IT Operations Lead to design, govern, and continuously improve the operational framework supporting Customer Service application portfolio.

Key Responsibilities:

• Unified Service Observability & Metrics, Deliver a Single Health Dashboard, Data-Driven Metrics.
• Governance, Standardization and Planning, Shift Vendor Accountability, Enforce Operational Guardrails.
• Consolidate the CS Tooling Stack, Own the Operations Roadmap, Stakeholder Collaboration and Compliance.
• Partner with Product Leads, Safeguard GxP Compliance, Continuous Improvement.
• Reliability Mindset, Root-Cause Problem Management, Monitor Market Trends.

Requirements:

• Experience: 5+ years of hands-on experience running complex IT service operations, infrastructure management, or modern vendor governance. A proven track record working within a regulated life sciences framework (GxP, validation) or a commercial IT environment is highly preferred.
• Technical Acumen: Strong understanding of DevOps and SRE methodologies, cloud-native infrastructure, and modern observability stacks (e.g., Grafana, Splunk, Datadog).
• Leadership & Mindset: An enterprise-first mindset with exceptional stakeholder management skills. You must be comfortable challenging external vendors, breaking down technical silos, and driving collaborative outcomes across organizational boundaries.
• Fluent English in speech and writing (at least B2/C1).

Perks and benefits:

• Comprehensive benefits - enjoy Udemy for Business, private medical care, Multisport card, veterinary package, language lessons, and shopping vouchers.
• Flexibility - adaptable working hours and remote/hybrid work options to suit your lifestyle & location.
• Career growth - access opportunities for professional development and learning, including perks related to our official partnerships with global IT giants: Microsoft, AWS, Snowflake, Salesforce & more.
• Global collaboration - work with a diverse, international team.
• Innovative environment - be part of a forward-thinking and growth-oriented workplace.
• Engaging community – Work with passionate professionals and participate in team-building events, hackathons, and CSR initiatives to make an impact beyond work.
• Team-building events including our company tradition (annual company event in Mazury).
• A pleasant surprise to start your journey with us in the form of a welcome pack.

Recruitment process:

• HR call
• Technical Interview
• Interview with the dedicated Client