We are looking for an experienced Regional Service Manager to oversee IS Operations and service delivery across the EMEA region. The role focuses on ensuring operational stability, managing major incidents, coordinating Build-to-Run transitions, and driving continuous improvement in a global IT governance environment.
responsibilities :
Oversee IS service delivery and operational performance across the EMEA region
Act as the primary contact for major incidents, escalations, urgent standard changes, SLA/KPI tracking, and stakeholder communication
Coordinate with Global IS Product Operations, Central Services Teams, and regional teams to ensure business continuity and alignment with global governance
Lead Build-to-Run activities: handovers, readiness checks, and onboarding of new services
Manage incident response, escalations, root-cause analysis, and corrective action follow-up
Ensure effective reporting on service performance, SLAs, incident metrics, and improvement plans
Support the deployment of global IS/IT policies and standards across the region
Manage vendor and service partner relationships at the EMEA level
Validate operational readiness of changes, coordinate scheduling, and communication
Identify operational risks, bottlenecks, and improvement opportunities
requirements-expected :
Bachelors or Masters degree in IT, Computer Science, or related field
6-8 years of IT Operations experience, including 3+ years in Service Delivery or ITSM roles
Strong knowledge of ITSM processes (Incident, Problem, Change, Release)
Experience managing SLAs/KPIs in regional or global environments
Familiarity with ERP (SAP), integration platforms (EDI, Boomi), and Digital Solutions
Hands-on experience with monitoring and ticketing tools (e.g., ServiceNow, EasyVista, JIRA)
Proven experience supporting Build-to-Run transitions and operational readiness
Excellent communication, escalation management, and stakeholder engagement skills
Ability to work across multicultural and cross-functional teams
Fluent English
Preferred certifications: ITIL v3/4, PMP, PRINCE2
offered :
B2B contract: 1300 PLN/day (net)
Hybrid model — 2 days onsite per week in Kraków, 3 days remote
Renewable 3 months contract
Possibility of conversion to permanent employment
English working enviroemnt
Private medical care, life insurance, MultiSport Card
Work in a regional role with high visibility across EMEA
Collaboration with global IS/IT teams and exposure to large-scale enterprise environments
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of professional training & courses
