Informacje o stanowisku
Service Manager
The opportunity
This is an opportunity to collaborate and to support our clients, ensuring the stability of global companies through best-in-class solutions, automation and innovation and collaborate with an international team.
Offer:
- Localization: Warszawa / Remote + equipment pick up from Warsaw/Wrocław
- Start: ASAP
- Employment: B2B contract with apreel
- Salary: Mid – max 110 zł/h, Senior – max 145 zł/h
Skills and attributes for success
The ideal candidate will demonstrate a balanced combination of technical expertise, service management acumen, and strong interpersonal skills. Key skills and attributes for success include:
- Strong Delivery Management skills: Proven ability to collaborate with international teams across multiple time zones and deliver high-quality Application Management Services for complex AI & Data platforms in enterprise environments.
- Service-Oriented Mindset: A strong focus on service excellence, with the ability to drive improvements in user satisfaction, reduce incident volumes, and maintain compliance with demanding SLAs.
- Process and ITSM Expertise: In-depth understanding of ITIL frameworks and IT service management best practices, with hands-on experience in Incident, Problem, Change, Release, and Service Request Management processes.
- Technical Proficiency in AI & Data Platforms: Solid grasp of modern cloud-based data ecosystems (especially Azure) and familiarity with tools such as Databricks, Power BI, and Informatica IPaaS.
- Data-Driven Decision Making: Ability to use service metrics, KPIs, and reporting tools to identify trends, assess performance, and implement continuous service improvement (CSI) initiatives.
- Communication and Stakeholder Management: Excellent verbal and written communication skills in both Italian and English, with the ability to effectively engage stakeholders at all levels, from technical teams to executive leadership.
- Problem Solving and Root Cause Analysis: Analytical mindset with a proactive approach to identifying and resolving systemic issues, driving root cause analysis, and implementing preventive measures.
- Innovation and Continuous Improvement: Enthusiasm for leveraging emerging technologies—including AI and automation—to modernize operations, enhance efficiency, and deliver higher value to clients.
- Documentation and Knowledge Management: Ability to develop and maintain comprehensive documentation and knowledge bases to support operational consistency and self-service adoption.
Other key requirements:
- Degree in a STEM field.
- Solid experience in managing and delivering Application Maintenance services in the AI & Data domain within structured client environments with global operations.
- Good knowledge of ITIL practices and IT service management methodologies.
- Proven experience in managing and delivering IT services with SLAs in international contexts, with distributed onshore and offshore teams.
- Proven experience with Azure Cloud technology solutions.
- Good knowledge of reference products in Data Analytics and Business Intelligence (Databricks, MS Power BI, Informatica IPaaS).
- Good knowledge of IT service management tools (e.g., ServiceNow, Jira, Remedy, etc.).
- Proficiency in written and spoken Italian and English (B2- C2).
Service Manager
The opportunity
This is an opportunity to collaborate and to support our clients, ensuring the stability of global companies through best-in-class solutions, automation and innovation and collaborate with an international team.
Offer:
- Localization: Warszawa / Remote + equipment pick up from Warsaw/Wrocław
- Start: ASAP
- Employment: B2B contract with apreel
- Salary: Mid – max 110 zł/h, Senior – max 145 zł/h
,[Leading the delivery of Application Management services for AI & Data solutions on modern cloud-based Data Platforms for prestigious companies with operations on a global scale, leveraging an international team of resources/service operators mainly based in India and Italy. , Planning, implementing, delivering, and managing services and related SLAs. , Providing periodic useful information to all interested stakeholders about the service status and opportunities for service improvement (e.g., automating recurring tasks, adopting AI, etc.). , Ensuring effective service delivery that meets the needs of enterprise-class clients, such as: , Reducing the number of tickets while maintaining the same scope and reducing the backlog of incidents and service requests. , Improving communication with key stakeholders of the service. , Enhancing the Knowledge Base to enable users and operational teams to find solutions to common issues independently. , Maintaining the governance structure and monitoring compliance with SLAs. , Identifying and implementing continuous improvement actions. , The main objective will be to ensure that services are provided effectively and meet the needs of enterprise-class clients. , Managing and optimizing ITSM processes/practices (Incident Management, Problem Management, Service Request Management, Change Management, and Release Management). , Monitoring the performance of IT services and implementing continuous improvements (CSI) to ensure a high level of user satisfaction. , Managing any relationships with suppliers (e.g., infrastructure services), ensuring compliance with the services outlined in contracts. , Developing and maintaining detailed documentation on ITSM processes and standard operating procedures and introducing continuous innovation within the service. , Coordinating and conducting root cause analyses for recurring incidents and problems. , Overseeing the dissemination of necessary knowledge and the delivery of training to service operators. , Preparing reports and presentations for management regarding service performance, indicating corrective actions and/or areas for improvement. Requirements: AI, ITIL, Azure, Databricks, Power BI, Informatica, Stakeholder management, Communication skills, Degree, Cloud, Data analytics, Jira Tools: Jira, Confluence, Wiki, Agile, Scrum, Kanban. Additionally: Remote work, Sport subscription, Private healthcare.
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