We are looking for an experienced Service Manager to join our team, responsible for overseeing the execution of environment upgrades and ensuring the smooth operation of IT services. This role requires clear communication with stakeholders regarding the progress of execution, issues, their resolution, and potential adjustments to plans. The ideal candidate will be service-oriented, goal-driven, self-motivated, and focused on building strong customer relationships.

Location: Gdańsk, Gdynia or Warsaw

Work type: Hybrid – 1 day a week in the Office.

Service Manager

Your responsibilities

• Ensure clear communication about the status of IT environments and services.
• Act as the primary contact for all customer inquiries and issues.
• Oversee the execution of service requests related to IT environments.
• Investigate and diagnose incidents and service requests in detail.
• Lead root cause analysis of infrastructure problems and develop resolution plans.
• Maintain documentation for deployments, maintenance, upgrades, and issue resolution.
• Prepare management documentation, including KPIs and performance reports.
• Promote clear communication, knowledge sharing, and training within the team.
• Mentor and guide team members to ensure timely completion of projects.
• Collaborate with Development and Test teams to optimize plans within defined timelines.
• Supervise infrastructure upgrades, modifications, and deployments.
• Support other teams in implementation deliveries as necessary.
• Ensure effective collaboration across teams and drive critical incident management (war rooms).

Our requirements

• Proven experience in service management or IT service delivery.
• Solid understanding of ITIL processes, with a focus on incident, change, and release management.
• Knowledge of SAFe methodology and project management skills.
• Experience working with tools like JIRA, Confluence, and Bamboo (nice to have).
• Fluent in written and spoken English.
• Strong interpersonal and relationship management skills.
• Ability to work collaboratively within cross-functional teams.