IT Service Manager with German

About Us ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies' strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external customers with state-of-the-art IT solutions to everyday problems. In October 2022, ET&S S.A. expanded its scope of operations by creating a Business Services unit to contribute in a new way to the growth of ERGO's business. Acting as a co-partner and internal consultant, it adds non-IT value and supports the development of the entire ERGO Group, currently offering skills in reporting, analysis, actuarial, and input management. We are committed to fostering innovation and meeting the evolving needs of our clients worldwide. Discover how we implement AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address our customers' future needs. About the role The IT Service Manager is responsible for ensuring the effective delivery of IT services within an organization. The IT Service Manager oversees the implementation of IT service management best practices, manages service level agreements, and acts as a liaison between the IT department, technical teams and other business units. The primary purpose of this role is to enhance the overall IT service quality and customer satisfaction. How you will get the job done overseeing the delivery of IT services, ensuring compliance with service level agreements (SLAs), and continuously improving service quality implementing IT service management strategies and policies that align with the organization's goals and objectives defining and documenting IT services agreeing and contracting SLA for IT services monitoring and analysing IT service performance metrics, identifying trends, and implementing corrective actions to enhance service delivery and customer satisfaction conducting SLA review with the customer collaborating with cross-functional teams and stakeholders to identify IT service requirements and prioritize initiatives based on business needs cooperating with internal and external teams to ensure effective deployment and maintenance of IT systems, applications, and infrastructure conducting regular reviews and audits of IT services to identify areas for improvement and implement best practices Skills and experience you will need fluent spoken and written English and German bachelor's degree in Information Technology, Computer Science, or a related field proven experience as an IT Service Manager or in a similar role strong knowledge of ITIL and COBIT frameworks and service management best practices excellent leadership and team management skills strong analytical and problem-solving abilities exceptional communication and interpersonal skills displaying strong business acumen by understanding business needs and presenting solutions from a business perspective rather than a purely technical one Perks & Benefits Let's be healthy Medical package, sports card, and numerous sports sections – these are some of the benefits that help our employees stay in good shape. Let's be balanced Work-life balance is a key aspect of a healthy workplace. We offer our employees flexible working hours, a confidential employee assistant program, as well as the possibility of remote working. However, staying at home with our in-office gaming room and dog-friendly office in Warsaw won't be easy. Let's be smart We organize numerous workshops and training courses. Thanks to hackathons and meetups, our specialists share their expertise with others. Additionally, we have a wide range of digital learning platforms and language courses. Let's be responsible Each year, we participate in several CSR activities, during which, together with our colleagues, we do our best to create a better future. Let's be fun Company-wide bike races and soccer matches, film marathons in our cinema room or other engaging team-building activities – we got it covered Let's be diverse Every team member is valued, regardless of gender, nationality, religious beliefs, disability, age, and sexual orientation or identity. Your qualifications, experience, and mindset are our greatest benefit