Operational Enablement Manager

This is a fully remote position, open to applicants in Poland.

📋 Description

• Oversee ITSM-aligned processes throughout the entire service lifecycle;

• Standardize delivery workflows, transition frameworks, and Continuous Integration protocols;

• Manage comprehensive project oversight from initiation to completion;

• Integrate AI-driven automation to transition operations from a reactive to a proactive stance;

• Govern estimation, sizing, and capacity models;

• Supervise the financial lifecycle of service subscriptions, emphasizing cost optimization, margin performance, and commercial commitments;

• Ensure alignment across delivery constraints, SLA obligations, and performance metrics;

• Connect Delivery and cross-functional teams to convert operational insights into scalable, productized service components;

• Oversee allocation, utilization, and capacity planning across the portfolio;

• Define competency profiles and enablement programs that address capability gaps and promote structured team development;

• Propel operational and organizational change within the team;

• Craft adoption strategies, communicate transitions effectively, and embed change sustainably, making continuous improvement a fundamental operational value.

⛳️ Requirements

• Extensive hands-on experience in cloud-managed services operations within a professional services setting;

• In-depth practical knowledge of ITSM frameworks in complex, client-facing environments;

• Proven experience managing operational financial models: forecasting, service planning, cost optimization, and margin analysis;

• Strong project management fundamentals: risk, change, scope control, escalation, and stakeholder management across multiple concurrent engagements;

• Familiarity with automation frameworks and AI-driven tools applied to service operations;

• Proficiency with ITSM platforms (e.g., ServiceNow, Jira), project management tools (e.g., MS Project, Asana), and knowledge management systems (e.g., Confluence, SharePoint);

• Understanding of CCaaS platforms and CX infrastructure operations (e.g., Genesys Cloud or equivalent enterprise contact-center solutions).

🏝️ Benefits

• Culture of relentless performance: join an unstoppable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive pay and benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

• ForeverRemote work culture: take advantage of the flexibility that comes with remote work.

• Growth mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship and talent investment initiatives, internal mobility, and internship opportunities.

• Global impact: collaborate on significant projects for leading global clients and influence the future of industries.

• Welcoming multicultural environment: be part of a vibrant, global team and thrive in an inclusive and supportive workplace with open communication and regular team-building social events.

• Social sustainability values: contribute to our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.