Regional Service Manager

We are looking for an experienced Regional Service Manager to oversee IS Operations and service delivery across the EMEA region. The role focuses on ensuring operational stability, managing major incidents, coordinating Build-to-Run transitions, and driving continuous improvement in a global IT governance environment.

Key Responsibilities:

• Oversee IS service delivery and operational performance across the EMEA region

• Act as the primary contact for major incidents, escalations, urgent standard changes, SLA/KPI tracking, and stakeholder communication

• Coordinate with Global IS Product Operations, Central Services Teams, and regional teams to ensure business continuity and alignment with global governance

• Lead Build-to-Run activities: handovers, readiness checks, and onboarding of new services

• Manage incident response, escalations, root-cause analysis, and corrective action follow-up

• Ensure effective reporting on service performance, SLAs, incident metrics, and improvement plans

• Support the deployment of global IS/IT policies and standards across the region

• Manage vendor and service partner relationships at the EMEA level

• Validate operational readiness of changes, coordinate scheduling, and communication

• Identify operational risks, bottlenecks, and improvement opportunities

Requirements

• Bachelor's or Master's degree in IT, Computer Science, or related field

• 6-8 years of IT Operations experience, including 3+ years in Service Delivery or ITSM roles

• Strong knowledge of ITSM processes (Incident, Problem, Change, Release)

• Experience managing SLAs/KPIs in regional or global environments

• Familiarity with ERP (SAP), integration platforms (EDI, Boomi), and Digital Solutions

• Hands-on experience with monitoring and ticketing tools (e.g., ServiceNow, EasyVista, JIRA)

• Proven experience supporting Build-to-Run transitions and operational readiness

• Excellent communication, escalation management, and stakeholder engagement skills

• Ability to work across multicultural and cross-functional teams

• Fluent English

• Preferred certifications: ITIL v3/4, PMP, PRINCE2

We offer:

• B2B contract: 1300 PLN/day (net)

• Hybrid model — 2 days onsite per week in Kraków, 3 days remote

• Renewable 3 months contract

• Possibility of conversion to permanent employment

• English working enviroemnt

• Private medical care, life insurance, MultiSport Card

• Work in a regional role with high visibility across EMEA

• Collaboration with global IS/IT teams and exposure to large-scale enterprise environments