Senior Service Manager

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

📋 Description

• Implement and oversee operational support services for large international clients.

• Develop and manage support processes and teams within a complex vendor and client ecosystem.

• Establish and negotiate managed service contracts and service level agreements (SLAs).

• Monitor and manage service accounts, including reporting and performance metrics.

• Lead processes for incident, problem, change, and request management.

• Collaborate with third-party vendors and internal delivery teams to ensure comprehensive service excellence.

• Engage with clients on a daily basis to uphold service quality and satisfaction.

• Contribute to ongoing improvements in operational excellence and delivery methodologies.

• Oversee security and privacy protocols for your accounts.

• Share knowledge with colleagues and contribute to the Technology Run craft circle.

• Assist with pre-sales activities as necessary.

⛳️ Requirements

• A minimum of 5 years of relevant experience in ITIL-based processes and SLA management.

• Proven experience in establishing managed services contracts and SLAs.

• Familiarity with Agile delivery methodologies, including SCRUM and Kanban.

• Solid understanding of DevOps principles.

• Experience working within an international and multicultural environment with offshored teams.

• Excellent command of English at a C2 level.

🏝️ Benefits

• 24 working days of paid vacation.

• Coverage for national holidays.

• Sick leave allowance (up to 20 days per year).

• Unpaid leave availability (up to 20 days per year).

• Comprehensive medical insurance.

• Multisport card or Multikafeteria benefits.

• Support for maternity and paternity leave.

• Internal workshops and learning initiatives.

• Reimbursement for professional certifications.

• Opportunities to participate in professional local and global communities.

• A Growth Framework to manage expectations and outline steps for career progression.

• A mentoring program that allows you to either become a mentor or a mentee to advance to a higher position.

• Flexible work arrangements, including remote and hybrid options (dependent on country).

• Career advancement opportunities, featuring international mobility and professional development programs.

• Access to learning and development resources, including cutting-edge tools, training, and industry experts.