Global IT Service Manager | f/m/d

About Us

ERGO Technology & Services S.A. (ET&S), a member of the Munich Re and ERGO Group, is delivering integrated IT and business services to international markets. Our expertise lies in providing advanced IT services, with a focus on modern, business-driven technology solutions. On the business side, we also support the Group in various end-to-end insurance processes, including finance, operations, and underwriting. With offices in Warsaw and Gdansk, and strong global partnerships, we foster a dynamic, multicultural environment that promotes diversity and international opportunities.

How you will get the job done

• owning the global Database Service (e.g., Oracle, SQL Server)

• defining the database service strategy, roadmap, standards, and KPIs in line with business and IT strategy

• overseeing the day-to-day operations of database services across all regions and time zones

• overseeing backup/restore strategies, DR/BCP, and capacity planning

• ensuring compliance with SLAs for availability, performance, incident response, and request fulfilment

• defining support models (L1–L3), escalation paths, and handover processes

• managing the service catalog entries, SLAs, OLAs, and pricing

• coordinating and prioritizing incident, problem, and change management activities (ITIL-based)

• driving root-cause analysis (RCA) and preventive actions for major incidents

• tracking and optimizing costs (licenses, cloud consumption, hardware, support contracts)

• leading and coordinating internal DBAs and service teams (including offshore/nearshore resources)

• managing external vendors and cloud providers delivering database-related services

• identifying and driving service improvements (automation, self-service, performance tuning)

• collaborating with architects to define database architectures, patterns, and reference designs

• monitoring and reporting service performance, risk, and improvement plans to leadership

• supporting or/and leading database-related projects, migrations, and transformation initiatives (e.g., cloud migration, consolidation)

Skills and experience you will need

• fluency in English

• bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)

• 5+ years of experience in database administration/engineering or infrastructure operations

• 3–5+ years in a service management, team lead, or global operations role.

• strong experience with major RDBMS platforms (e.g., Oracle, SQL Server) and/or cloud databases (AWS RDS, Azure SQL, GCP Cloud SQL)

• solid understanding of ITIL processes (Incident, Problem, Change, Capacity, Availability)

• experience working in a global, multi-time-zone, multi-vendor environment

• strong service management mindset and customer orientation

• excellent communication skills with both technical and business stakeholders

Nice to have

• ITIL Foundation or higher certification

• cloud certifications (AWS/Azure/GCP) related to databases or architecture

• experience in regulated industries (finance, pharma, insurance, etc.)

Perks & Benefits

Let's be healthy

Medical package, sports card, and numerous sports sections – these are some of the benefits that help our employees stay in good shape.

Let's be balanced

Work-life balance is a key aspect of a healthy workplace. We offer our employees flexible working hours, a confidential employee assistant program, as well as the possibility of remote working. However, staying at home with our in-office gaming room and dog-friendly office in Warsaw won’t be easy.

Let's be smart

We organize numerous workshops and training courses. Thanks to hackathons and meetups, our specialists share their expertise with others. Additionally, we have a wide range of digital learning platforms and language courses.

Let's be responsible

Each year, we participate in several CSR activities, during which, together with our colleagues, we do our best to create a better future.

Let's be fun

Company-wide bike races and soccer matches, film marathons in our cinema room or other engaging team-building activities – we got it covered!

Let's be diverse

Every team member is valued, regardless of gender, nationality, religious beliefs, disability, age, and sexual orientation or identity. Your qualifications, experience, and mindset are our greatest benefit!