Operations Manager — Support Services

econsulting; Warszawa; On-site; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Full autonomy

Enterprise exposure

Competitive base salary + bonus

Multisport card

Private healthcare

Training budget

Fully remote with optional hybrid

Onsite in Warsaw quarterly

Job summary

econsulting is a small, agile IT services consultancy helping large enterprises run critical systems. We’re hiring a Delivery Lead to own end-to-end service delivery for live enterprise clients, including SaaS and managed services, reporting to the Head of Operations.

You will lead a team of ~10 specialists, shape delivery, drive account growth, and establish clear KPIs and quality controls. This role combines operations, client relationships, and team development in a fully remote setup with

Qualifications

• 5+ years of experience in IT services or consulting.
• Experience leading service delivery teams in B2B/enterprise.
• Strong advisory mindset; translate client needs into actions.
• Operational excellence with scalable processes.
• Experience with SaaS platforms and managed services.
• English at C1 level or above.

Responsibilities

• Own service delivery across all active client accounts, meeting SLAs and quality targets.
• Lead and develop a team of ~10 technical experts.
• Build and maintain relationships with enterprise clients as trusted advisor.
• Set and enforce operational standards, processes, and documentation.
• Design KPIs and reporting for the support operation.
• Partner with account management on growth opportunities.
• Drive continuous improvement while maintaining agility.

Skills

Team leadership

Stakeholder management

Advisory mindset

Operational excellence

SaaS / managed services

Enterprise client relations

Tools

ITIL/ITSM

Job description

About us

We're a small, agile consulting company that punches way above its weight. Our clients are large enterprises with globally recognizable brands, and we deliver IT services that keep their critical systems running. If you want ownership, autonomy, and direct impact on enterprise accounts, this is the place.

The Role

You’ll own end-to-end delivery of support services for our live enterprise clients. That means SaaS and custom application support, managed services, consulting, and advisory, delivered by a team of ~10 specialists who report directly to you. You report to the Head of Operations.

This isn’t a “keep the lights on” role. You’ll shape how we deliver, how we grow accounts, and how we measure success. You’ll sit at the intersection of operations, client relationships, and team development.

What You’ll Do

• Own service delivery across all active client accounts, ensuring SLAs, quality standards, and client satisfaction targets are consistently met
• Lead and develop a team of ~10 technical experts, setting clear expectations, removing blockers, and building a high-performance culture
• Build and maintain relationships with key enterprise clients, acting as a trusted advisor who understands their business context, not just their tickets
• Set and enforce operational standards, including processes, escalation paths, documentation, and quality controls that make delivery bulletproof
• Design KPIs and reporting for the entire support operation, giving the team and leadership clear visibility into performance
• Partner with account management on growth planning, identifying opportunities to expand services within existing accounts
• Drive continuous improvement, challenging the status quo and bringing structure where it’s needed without killing agility

What We’re Looking For – Must-haves

• 5+ years of experience in IT services, consulting, or a similar environment
• Proven track record managing service delivery teams in a B2B or enterprise context
• Strong advisory and consulting mindset: you understand what enterprise clients need, often before they articulate it
• Operational excellence: you build processes that scale and hold up under pressure
• Experience with SaaS platforms, application support, or managed services
• Comfort working with senior stakeholders at large organizations
• English at C1 level or above (non-negotiable)
• Experience with ITIL, ITSM frameworks, or structured service management methodologies
• Background in HR tech, LMS, or talent management platforms
• Experience growing accounts or contributing to commercial strategy
• Skill in playing darts or table soccer

What We Offer

• Full autonomy: we’re a small org that trusts its leaders to lead
• Enterprise exposure: you’ll work directly with globally recognized brands
• Compensation: competitive base salary + performance bonus tied directly to account success. The better your accounts do, the more you earn
• Benefits: Multisport card, private healthcare, training budget
• Flexibility: fully remote with optional hybrid. Onsite in Warsaw approximately once per quarter
• Impact: your decisions will visibly shape how the company operates, not disappear into a corporate machine

Who we are – in a nutshell

We are a leader in technology services for companies in regulated industries. We have completed hundreds of projects for clients around the world and have over 24 years of experience in the market, with a particular focus on areas such as life sciences, QA, validation, cloud systems, human capital management (HCM), and Salesforce.

Clients

Oriflame, Sanofi, Coca-Cola and many others.

How do we work?

See what our employees say Piotr i Julia