Informacje o stanowisku

Due to the dynamic growth of the company we are looking for a person for the position of IT Service Manager at the Bulk branch in Mirków.



Reporting to the IT Operations Manager, the IT Service Manager role is to ensure the successful end to end running of Bulks technology and business processes so that customers are provided with the right experience, and key drivers of trading such as stock alignment and availability are maintained at target levels.

Responsibilities:

• Oversee day-to-day technology service reporting and operations of core end to end business processes, ensuring platform stability, uptime, and optimal performance.
  
  
• Proactively identify issues using reporting and dashboards and drive resolution across technology and business teams.
  
  
• Act as the primary point of contact for technology service-related escalations, resolving issues promptly.
  
  
• Collaborate with cross-functional teams (e.g., Customer Service, IT Security, Application Support, Helpdesk, Logistics) to support business processes and objectives.
  
  
• Manage relationships with third-party vendors, ensuring service level agreements (SLAs) are met and service improvement plans in place where needed.
  
  
• Lead incident management and ongoing problem resolution processes along with root cause analysis.
  
  
• Monitor key performance indicators (KPIs) for service delivery and create and own performance reports and dashboards for key systems.
  
  
• Implement and maintain ITIL processes for service management, including incident, change and problem management.
  
  
• Ensure robust security and compliance monitoring and protocols are used across all technology services.
  
  
• Support technology budgeting, cost optimisation, and resource allocation.
  
  
• Drive continuous improvement initiatives across the technology service function.
  
  
• Regularly assess and enhance end-user satisfaction with service delivery processes by gathering feedback and implementing user-centric improvements.
  
  
• Develop and maintain disaster recovery plans to ensure business continuity in the event of service disruptions.
  
  
• Work closely with senior leadership to align IT service strategies with overall business objectives.
  
  
• Identify opportunities for automation to improve service efficiency and reduce manual effort in repetitive tasks.
  
  
• Ensure data integrity and governance standards are upheld across systems.
  
  
• Provide occasional out-of-hours support for critical incidents.
  
  
  
  

Requirements:

• Proven experience in a Technology Service Management role within a fast-paced e-commerce or digital business.
• Strong knowledge of ITIL framework and IT service management best practices.
• Experience of ERP (ideally NetSuite), WMS and interfaces with 3rd Party Logistics providers would be an advantage.
• Track record of vendor management and SLA governance.
• Familiarity with cloud technologies, cybersecurity, and infrastructure management.
• Excellent problem-solving skills and ability to manage multiple priorities.
• Strong communication and stakeholder management abilities.
• Relevant certifications (e.g., ITIL, PMP, or equivalent) are desirable.
• Demonstrated ability to lead change management initiatives effectively across large teams or organisations.
• Familiarity with industry-specific compliance requirements, such as GDPR or ISO 27001.
• Practical knowledge of system monitoring tools.

We offer:

• Employment contract in an international company.
  
  
• Private medical care.
  
  
• Group insurance.
  
  
• MultiSport card (or points on the myBenefit card).
  
  
• Christmas vouchers.
  
  
• Holiday bonus.
  
  
• Bonus for referring a person to work.
  
  
• Additional paid day off on the occasion of a birthday.
  
  
• Free English and Spanish language learning platform for you and a loved one.
• Free parking for employees.
  
  
• Employee discount on company products.
  
  

LOCATION : Mirków

Please send your CV in English.

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