Regional Service Manager

3 tygodni temu

Kraków, małopolskie, Polska Cyclad Pełny etat 25 zł - 200 zł

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. Key Responsibilities:Oversee IS service delivery and operational performance across the EMEA regionAct as the primary contact for major incidents, escalations, urgent standard changes, SLA/KPI tracking, and stakeholder communicationCoordinate with Global IS Product Operations, Central Services Teams, and regional teams to ensure business continuity and alignment with global governanceLead Build-to-Run activities: handovers, readiness checks, and onboarding of new servicesManage incident response, escalations, root-cause analysis, and corrective action follow-upEnsure effective reporting on service performance, SLAs, incident metrics, and improvement plansSupport the deployment of global IS/IT policies and standards across the regionManage vendor and service partner relationships at the EMEA levelValidate operational readiness of changes, coordinate scheduling, and communicationIdentify operational risks, bottlenecks, and improvement opportunitiesRequirementsBachelor's or Master's degree in IT, Computer Science, or related field6-8 years of IT Operations experience, including 3+ years in Service Delivery or ITSM rolesStrong knowledge of ITSM processes (Incident, Problem, Change, Release)Experience managing SLAs/KPIs in regional or global environmentsFamiliarity with ERP (SAP), integration platforms (EDI, Boomi), and Digital SolutionsHands-on experience with monitoring and ticketing tools (e.g., ServiceNow, EasyVista, JIRA)Proven experience supporting Build-to-Run transitions and operational readinessExcellent communication, escalation management, and stakeholder engagement skillsAbility to work across multicultural and cross-functional teamsFluent EnglishPreferred certifications: ITIL v3/4, PMP, PRINCE2We offer:B2B contract: 1300 PLN/day (net)Hybrid model — 2 days onsite per week in Kraków, 3 days remoteRenewable 3 months contractPossibility of conversion to permanent employmentEnglish working enviroemntPrivate medical care, life insurance, MultiSport CardWork in a regional role with high visibility across EMEACollaboration with global IS/IT teams and exposure to large-scale enterprise environments

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