Vendor/Platform Manager

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

📋 Description

• Take charge of platform management and daily operations of the ITSM platform from the service provider's perspective.

• Oversee and guarantee optimal functioning of the ITSM platform for Level 1 and Level 2 support teams.

• Work collaboratively with the platform product teams on the customer side.

• Monitor, track, and ensure compliance with SLAs for tickets managed by downstream vendor support teams.

• Facilitate regular meetings with downstream vendors to discuss optimization, KPI performance, and continuous improvement.

• Serve as the main liaison for downstream vendor support teams as well as internal Level 1 and Level 2 support teams.

• Identify opportunities for improvement, share best practices, and elevate the quality of support and collaboration processes.

• Define, document, and communicate escalation procedures between support agents and downstream vendor support teams.

• Collaborate with the customer's Service Delivery Manager to refine and enhance support processes across various service levels.

• Generate performance reports that encompass support metrics, SLA compliance, and vendor performance.

• Leverage data-driven insights to pinpoint improvement opportunities and relay recommendations to stakeholders.

⛳️ Requirements

• Bachelor's degree and over 8 years of relevant experience or an equivalent combination of education and experience.

• A Master's degree is preferred.

• Extensive knowledge of ServiceNow.

• Experience working in ITSM environments.

• Strong communication and analytical skills.

• Deep understanding of the significance of processes and SLAs.

🏝️ Benefits

• Hybrid working options that emphasize genuine customer-centricity and employee diversity.

• Supportive management.

• Opportunities for internal career growth.

• Access to Unisys University with limitless online training.

• Industry-leading 15-week onboarding and training program.

• Life insurance coverage of 200% of salary.

• Comprehensive private health insurance that includes outpatient coverage (with the option to add family members at personal expense).

• Sports Card that provides gym memberships and various health and wellness offerings.

• PPK - 1.5% sponsorship, commencing after a 3-month probation period.

• Paid vacation days (up to 26 days after 10 years of service).

• Additional compensation for non-standard shifts (weekends, nights, and holidays).

• Competitive salary along with a company bonus.

• Permanent employment contract.