Requirements: English
Company: CLOUDFIDE SPLKA Z OGRANICZONA ODPOWIEDZIALNOSCIA
Region: Warsaw , Masovian Voivodeship
technologies-expected :
about-project :
- This is an exciting opportunity to join a newly formed support area, take ownership of service operations, and actively shape how this function will develop.
- You will work closely with technical teams, business stakeholders, and service providers to ensure smooth support delivery, optimize ITSM processes, and maintain high service quality.
responsibilities :
- Collaborate daily with the customer and internal support teams to ensure service expectations are met.
- Act as the first point of escalation, ensuring timely and professional incident handling.
- Monitor and manage operational KPIs (e.g., SLA, MTTR, CWT, QoS) across all supported services.
- Develop, implement, and continuously improve ITSM processes (Incident, Problem, Change, Request Fulfillment).
- Ensure alignment of ITSM practices with business and operational goals.
- Lead continuous improvement initiatives for process efficiency and service stability.
- Coach operational teams to drive service ownership and professional growth.
- Own and maintain communication templates, ensuring clarity and professionalism in all updates.
- Conduct regular assessments of team capabilities, identifying gaps and development opportunities.
requirements-expected :
- 45+ years of experience as an independent Service Level Manager or ITSM Process Manager in application support governance.
- Strong background in IT Operations environments with solid hands-on experience in ITSM processes.
- Proven leadership skills with a proactive, ownership-driven approach.
- Excellent communication and negotiation abilities; able to convey complex technical concepts in business-friendly language.
- Experience preparing support estimates and proposals (FTE sizing, service coverage models).
- Confident working with both customer representatives and internal IT teams at all levels.
- Ability to translate between technical requirements and business terms effectively.
- Innovative mindset focused on service quality improvements within resource and budget constraints.
- ITIL certification required (ITIL v3 Foundation, ITIL v3 Service Operations, or ITIL 4 Foundation).
- Strong personal motivation for continuous growth and development in IT Operations and Service Management.
offered :
- BENEFITS: Regardless of the form of employment - Budget for your professional development - training and certification. MyBenefit cafeteria (with Multisport). Medicover medical care. Team-building meetings and trips.
- FLEXIBILITY: Enjoy the freedom of working from anywhere, and have a genuine say on our tools, tech, and solutions.
- STABILITY: Stable and long-term employment (employment contract, B2B).
- START-UP CULTURE: Open communication, creative problem solving and a flat hierarchy.
- GROWTH: Skyrocket your career by exploring new territories you can work on various projects related to Big Data and Cloud.
- COLLABORATION: Be part of our diverse, passionate team, where every voice matters. Work in a company full of well-coordinated people who do their work with passion and commitment.
benefits :
- sharing the costs of sports activities
- private medical care
- sharing the costs of professional training & courses
- remote work opportunities
- flexible working time
- integration events