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.

About the role

As part of Global Service Management tower, we design and deliver comprehensive approach to managing IT services and processes across an entire organization on a global scale. This includes the establishment of standardized processes and practices to ensure consistent service delivery, regardless of location.

The IT Service Manager oversees the implementation of IT service management best practices, manages service level agreements, and acts as a liaison between the IT department, technical teams and other business units. The primary purpose of this role is to enhance the overall IT service quality and customer satisfaction.

How you will get the job done

• preparing and delivering the monthly Service Review Report, providing a consolidated view of service performance and key service management topics

• ensuring that the standard report meets the expectations of the affiliate’s key stakeholders

• consulting and supporting Product Owners and Service Receivers in developing and maintaining Service Description documentation, particularly regarding SLA content and requirements

• leading regular Service Review Meetings with affiliate representatives, presenting performance results, discussing improvement opportunities, and ensuring alignment of service expectations

Skills and experience you will need

• fluent spoken and written English

• bachelor’s degree in Information Technology, Computer Science, or a related field

• proven experience as an IT Service Manager or in a similar role

• strong knowledge of ITIL and COBIT frameworks and service management best practices

• excellent leadership and team management skills

• strong analytical and problem-solving abilities

• exceptional communication and interpersonal skills

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!