Consultant with ITSM knowledge and OT/IT experience

Industry: Manufacturing/Construction industry.

Work model: hybrid work from Poznań or Warsaw (3 days per week at the office).

Assignment type: B2B.

Project length: 12 months.

Project language: English, Polish.

About the role: We are looking for ITSM Consultants to support a Service Transition Lead in managing service transitions and coordinating support processes. The role involves working closely with external vendors, OT teams, and IT teams to ensure a smooth handover of new developments into operational support.

RESPONSIBILITIES:

Service Transition & Readiness

• Supporting the end-to-end transition of new IT/OT services from project phase into operational support.
• Assisting in defining and documenting service transition plans, ensuring smooth integration with existing support structures.
• Conducting service readiness assessments to validate operational preparedness before go-live.
• Working with internal teams and vendors to establish SLAs, OLAs, and RACI agreements that align with service expectations.
• Ensuring support teams receive the required training, documentation, and knowledge transfer for effective service management.
• Maintaining the governance over support workflows, escalation procedures, and service handover criteria.

Technical Support & Incident Management

• Acting as a first point of contact for service-related incidents and service requests.
• Triaging, diagnosing, and escalating issues to relevant teams, ensuring fast and efficient resolution.
• Working closely with ITSM teams to ensure incidents and service requests follow defined ITIL processes.
• Supporting root cause analysis (RCA) efforts to drive continuous improvement and reduce recurring issues.
• Collaborating with cybersecurity teams to ensure that new services meet OT/IT.

Service Integration & Continuous Improvement

• Assisting in harmonizing support processes across internal IT/OT teams and external vendors.
• Supporting the development of monitoring and alerting strategies for digital factory services.
• Identifying opportunities to automate service requests, incident handling, and operational workflows.
• Contributing to future "Shift Left" strategies, enabling operational teams to resolve more issues at the first level of support.
• Providing ongoing technical expertise to enhance service stability, reliability, and performance.

REQUIREMENTS:

• Experience in service transition, service integration & management, or IT service management (ITSM).
• Understanding of IT/OT environments and associated automation technology.
• Experience with incident and service request management in a manufacturing or industrial setting.
• Familiarity with ITIL best practices (certification preferred - ITIL v3 or v4 Foundation certification, but not required).
• Ability to analyze technical issues, troubleshoot service failures, and support operational teams in resolving IT/OT incidents.
• Strong collaboration skills, able to work effectively across IT, OT, cybersecurity, and vendor teams.
• Experience working with ITSM tools.
• Good English knowledge.

We offer:

• Challenging international projects in a global business culture.
• Attractive compensation in a B2B model, depending on your skills and experience :)
• Transparent relationships based on trust.
• Medicover card, Multisport card.

NEXT STEPS:

1.     Interview with our Recruiter.

2.     The rest of the process specific to the project itself: 1-2 interviews.