Senior Service Manager
lokalizacja: Polska
numer referencyjny: 1196520/jobs.pl
Hays IT Contracting is a cooperation based on B2B rules. We connect IT specialists with the most interesting, technological projects on the market.
Join the group of 500 satisfied Contractors working for Hays’ clients!
For our Client we are currently looking for Candidates for the position of:
Senior Service Manager
Location: remote / Poland
Branch: project in IT/Insurance sector
Job type: B2B (with Hays Poland)
Length: long-term cooperation, first contract for 12 months
Rate: 160-200 PLN/h net on B2B
Start date: ASAP
Working hours: Business working hours
Remote work: currently - 100% remote, after covid - hybrid model (office in Warsaw)
Methodology: Scrum
Tech stack:
Azure Data Factory (ADF), Azure DevOps, ServiceNow, Azure Pipelines, Azure, IBM DB2, Informatica, Power BI, Python, SAP Business Objects
Project:
Project for a large client from the IT / Insurance sector
What will you do:
- Team Leadership & People Management
- Workload & Performance Management: Manage the day-to-day workload of the team, ensuring a balanced distribution of tickets (ITSM) and development tasks (SDLC).
- Mentorship & Development: Provide regular coaching, technical guidance, and constructive performance feedback to team members. Identify and support opportunities for their professional growth and upskilling.
- Team Health & Culture: Foster a collaborative, positive, and high-performance team culture based on the principles of ownership, transparency, and a 'one team' mindset.
- Onboarding: Lead the technical onboarding for new engineers joining the team, ensuring they get up to speed quickly and effectively.
- Technical Delivery & Operational Oversight
- First-Line Escalation: Serve as the first point of contact for technical and process related escalations within the team, actively helping to troubleshoot and remove impediments.
- Quality Assurance: Uphold and enforce engineering best practices. Conduct final reviews of technical solutions and pull requests to ensure they are robust, scalable, and well-documented.
- SLA Adherence & Incident Management: Own the team's performance against contractual SLAs for incident resolution (e.g., DQS, JCS). Oversee the triage and resolution of production incidents, ensuring timely and effective responses.
- Service Excellence & Continuous Improvement: Proactively monitor the team's operational KPIs (MTTR, RCA Rate, Recurring Incidents). Drive continuous improvement by identifying trends, promoting root cause analysis (RCA), and collaborating with the ITIL Analyst to enhance runbooks and processes.
- Delivery Coordination: Ensure the team's work is aligned with the sprint goals and program priorities, proactively identifying and mitigating risks to delivery timelines.
- Stakeholder Collaboration & Communication
- Cross-Team Alignment: Work in lockstep with other Leads to ensure consistency in processes, standards, and operational rhythms across both nearshore teams.
- Reporting: Provide clear and concise updates on team performance, delivery status, and any blocking issues to the Delivery Director.
- Governance Participation: Represent the team in key operational and governance meetings (e.g., Daily Standup, Problem Management, Change Advisory Board), providing data-driven insights
What will you get:
- Long-term cooperation with the client implementing projects for the largest players in the banking, insurance, telco and more sectors
- Standard benefits - preferential rates for LuxMed and Multisport packages
- When you choose to work via Hays, you also get the opportunity to work for many of Hays' other leading clients in the future
What we expect from you:
- 5+ years of professional experience as Service Manager
- Service Management Expertise (Required): Proven, hands-on experience leading a technical team in a service-oriented or managed operations (E&O) environment. This must include direct responsibility for SLA attainment, adherence to ITIL processes (Incident, Problem, Change), and a track record of driving service quality improvements.
- Conflict Resolution: Skilled at navigating technical disagreements and facilitating constructive conversations to reach a consensus.
- Good communication, leadership, and presentation to (usually no-IT)) stakeholders.
- Experience multi-vendor, globally distributed team environment incl. significant time shifts, teams located on different continents.
- Technical:
- ITSM & SDLC Tooling: Proficiency with ServiceNow for incident/problem management
- Reporting & Analytics: Power BI, Excel (advanced), ServiceNow
- English min. C1 level
What would be a plus:
- Higher education in the field of computer science, mathematics or related
- Experience in Service Management project using follow-the-sun model is big plus
- Agile Leadership: Experience leading a team within an Agile/Scrum framework for feature development teams
- Experience in data-oriented projects
- Technical: ITSM & SDLC Tooling: Proficiency with Azure DevOps for agile development
What will the recruitment process look like:
- Your CV will be verified by Hays Recruiter
- Recruiter will contact you by phone - a 15-minute conversation about the project and your experience
- Technical conversation with the client - online meeting (1h+1h)
- Offer
- Welcome to the project!
Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361.
hays.pl
Hays Poland sp. z o.o. jest agencją zatrudnienia nr 361
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