SLM (ITSM) Process Manager

About the Role 

This is an exciting opportunity to join a newly formed support area, take ownership of service operations, and actively shape how this function will develop. 

You will work closely with technical teams, business stakeholders, and service providers to ensure smooth support delivery, optimize ITSM processes, and maintain high service quality.  

Key Responsibilities 

• Collaborate daily with the customer and internal support teams to ensure service expectations are met. 
• Act as the first point of escalation, ensuring timely and professional incident handling. 
• Monitor and manage operational KPIs (e.g., SLA, MTTR, CWT, QoS) across all supported services. 
• Develop, implement, and continuously improve ITSM processes (Incident, Problem, Change, Request Fulfillment). 
• Ensure alignment of ITSM practices with business and operational goals. 
• Lead continuous improvement initiatives for process efficiency and service stability. 
• Coach operational teams to drive service ownership and professional growth. 
• Own and maintain communication templates, ensuring clarity and professionalism in all updates. 
• Conduct regular assessments of team capabilities, identifying gaps and development opportunities. 

Qualifications & Toolbox 

• 4–5+ years of experience as an independent Service Level Manager or ITSM Process Manager in application support governance. 
• Strong background in IT Operations environments with solid hands-on experience in ITSM processes. 
• Proven leadership skills with a proactive, ownership-driven approach. 
• Excellent communication and negotiation abilities; able to convey complex technical concepts in business-friendly language. 
• Experience preparing support estimates and proposals (FTE sizing, service coverage models). 
• Confident working with both customer representatives and internal IT teams at all levels. 
• Ability to translate between technical requirements and business terms effectively. 
• Innovative mindset focused on service quality improvements within resource and budget constraints. 
• ITIL certification required (ITIL v3 Foundation, ITIL v3 Service Operations, or ITIL 4 Foundation). 
• Strong personal motivation for continuous growth and development in IT Operations and Service Management. 

Nice to Have 

• Experience managing SLA and OLA negotiations. 
• Background knowledge of IT Infrastructure, Technology Stacks, and Cloud Services. 
• Project Management experience. 

Here's why you'll love Cloudfide

• BENEFITS: Regardless of the form of employment - Budget for your professional development - training and certification. MyBenefit cafeteria (with Multisport). Medicover medical care. Team-building meetings and trips.
• FLEXIBILITY: Enjoy the freedom of working from anywhere, and have a genuine say on our tools, tech, and solutions.
• STABILITY: Stable and long-term employment (employment contract, B2B).
• START-UP CULTURE: Open communication, creative problem solving and a flat hierarchy.
• GROWTH: Skyrocket your career by exploring new territories – you can work on various projects related to Big Data and Cloud.
• COLLABORATION: Be part of our diverse, passionate team, where every voice matters. Work in a company full of well-coordinated people who do their work with passion and commitment.

Equal opportunities

Cloudfide is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.