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Service Manager

1 dzień temu

Poznań, Greater Poland Haleon Pełny etat

Welcome to Haleon. We're a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we've grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity.

Our trusted portfolio of brands – including Sensodyne, Panadol, Advil, Voltaren, Theraflu, Otrivin, and Centrum – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science.

Now it's time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture.

Service Manager

Purpose of the Role:

In this position, you'll have the unique opportunity to truly understand the business, shape operational excellence on a global scale and make a significant impact on customer satisfaction. This is your chance to play a pivotal role in a dynamic organization, where you'll get hands-on with cutting-edge technologies, as well as a variety of other innovative platforms.

As a Service Manager, you will be responsible for overseeing the end-to-end service lifecycle, ensuring that IT and business services are delivered consistently, reliably, and in alignment with agreed standards. You will play a key role in defining and implementing service management processes, coordinating incident and problem resolution, and driving continual improvement initiatives. By fostering collaboration across teams and maintaining strong governance, you will help create a unified service experience that supports business growth and customer trust.

Role responsibilities:

This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:

  • Drive daily incident & Request review calls with MSPs
  • Ensure that service requests are fulfilled efficiently and according to defined procedures
  • Troubleshoot and resolve routine incidents, or escalate them to appropriate support teams when necessary
  • Ensure timely incident resolution, meeting service level agreements (SLAs)
  • Escalate problems to Problem Management teams for root cause analysis and resolution
  • Participate in change management activities, such as reviewing and testing changes
  • Monitor and report on service level performance, including incident response times and service request fulfilment
  • Collaborate with teams to meet or exceed SLAs and key performance indicators (KPIs)
  • Contribute to the creation and maintenance of knowledge articles, FAQs, and documentation to facilitate self-service and incident resolution
  • Share knowledge and best practices with team members
  • Conduct thorough root cause analysis and facilitate post‑mortems to identify issues, capture lessons learned, and implement preventive measures for continuous service improvement.
  • Collaborate with IT teams to implement changes that enhance service quality and efficiency
  • Escalate complex or high-priority incidents to appropriate support levels, ensuring a swift resolution
  • Ensure compliance with IT security policies and standards when handling incidents, service requests, and changes
  • Report security incidents and breaches to the appropriate teams
  • Follow established ITSM processes and procedures, including Incident Management, Service Request Management, and Change Management
  • Ensure that documented processes are up to date and reflect current practices
  • Gather feedback from end-users to measure and improve customer satisfaction
  • Address and resolve complaints and concerns promptly

Why you?

Basic Qualifications:

We are looking for professionals with these required skills to achieve our goals:

  • Min. Bachelor's degree in Computer Science, Information Technology, or related field
  • Cloud platform familiarity (AWS, Azure, GCP) and enterprise systems exposure
  • Experience in managing global IT services and working with MSPs
  • 8+ years of service management experience, with at least 3 years in a leadership or service manager capacity
  • Consumer Products and Pharmaceutical business experience
  • Excellent oral and written communication skills
  • Hands-on expertise in ServiceNow workflows, incident handling, dashboards, and reporting
  • Excellent project management skills and ability to lead cross-functional projects; capable of producing results within unstructured and dynamic environments
  • Significant analytical and problem-solving skills to assess incidents and drive root cause resolution
  • Deep understanding of ITIL processes (Incident, Problem, Change, Service Request Management)
  • Apply ITSM processes (Incident, Request, Change, Problem Management) consistently to resolve issues
  • Experience managing Managed Service Providers (MSPs) and service contracts for global systems
  • Ability to assess risks, review changes, and ensure minimal disruption to business operations
  • Expertise in defining, monitoring, and ensuring compliance with SLAs and KPIs
  • Effective collaboration across cross-functional teams and external vendors
  • Documentation and knowledge management skills (incident reports, FAQs, playbooks)
  • Customer-centric mindset with empathy in handling complaints and feedback
  • High resilience, agility, and self-motivation; Confident decision-making under pressure during escalations and high-priority incidents
  • Ability to plan, prioritize, and make timely decisions under pressure
  • Ability to work across boundaries and functional areas

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

  • MBA or Master's degree in Computer Science, Information Technology, or related field
  • ITIL Foundation or higher (Intermediate/Expert) certification.
  • Additional ITSM/Service Management certifications (e.g., ISO/IEC 20000, COBIT)
  • Functional expert with deep domain and service management experience relevant to Haleon's scale and complexity
  • Experience managing a complex and wide commercial technology portfolio including advanced data products and underlying data foundations.
  • Experience managing issue resolution across internally owned technology stacks and SaaS platforms, as well as integrating with enterprise planning tools (eg SAP).

Our Win as One Framework is a simple, stretching definition of our future direction. It includes our purpose, ambitions, strategic drivers, and behaviors that will enable us to Win as One. This framework guides our decision-making, strategy, and culture. The successful candidate will demonstrate the following capabilities:

  • Focused on consumer/ shopper
  • Collaborates for better impact
  • Unlocks value at pace
  • Focused on growing him/herself and others

Opportunities for growth

None of us should ever feel like we are standing still. Instead, we want Haleon to be a place where we feel like we are always progressing.

Improving everyday health takes dedication. Energy. Effort. So we look to reward your contribution with a benefits package that includes:

  • Career at one of the leading global healthcare companies
  • Contract of employment
  • Reward package (annual bonus that reflects Haleon's and individual's performance & awards for outstanding performance, recognition awards for additional achievements and engagement)
  • Life insurance and pension plan
  • Private medical package with additional preventive healthcare services for employees and eligible persons.
  • Sports cards (Multisport)
  • Family benefits (extra parental leave, caregiver's policy)
  • Health and wellbeing programmes that take care of you physically and mentally
  • our philosophy to hybrid work (flexible approach)
  • Possibilities of development within the role and company's structure
  • Extensive support of work life balance (flexible working solutions including working from home possibilities, health & wellbeing activities)
  • Supportive community and integration events
  • Modern office with creative rooms
  • Remuneration: PLN gross/month, depending on the level of experience and competencies

Location – this role is based in: Poland, Poznań

Li-Hybrid

Job Posting End Date

Equal Opportunities

Haleon are committed to mobilising our purpose in a way that represents the diverse consumers and communities who rely on our brands every day. It guides us in creating an inclusive culture, where different backgrounds and views are valued and respected – all in support of understanding and best serving the needs of our consumers and unleashing the full potential of our people. It's important to us that Haleon is a place where all our employees feel they truly belong.

During the application process, we may ask you to share some personal information, which is entirely voluntary. This information ensures we meet certain regulatory and reporting obligations and supports the development, refinement, and execution of our inclusion and belonging programmes that are open to all Haleon employees.

The personal information you provide will be kept confidential, used only for legitimate business purposes, and will never be used in making any employment decisions, including hiring decisions.

Adjustment or Accommodations Request

If you require a reasonable adjustment or accommodation or other assistance to apply for a job at Haleon at any stage of the application process, please let your recruiter know by providing them with a description of specific adjustments you are requesting. We'll provide all reasonable adjustments to support you throughout the recruitment process and treat all information you provide us in confidence.

Note to candidates

The Haleon recruitment team will contact you using a Haleon email account ). If you are not sure whether the email you received is from Haleon, please get in touch.