IT Service Manager

We are looking for experienced Service Manager (SLM) who will join our client.

• Model: remote work (or hybrid from Warsaw)
• International projects
• Long-term cooperation

Duties

• Manage support services and daily engagements including utilization, SLAs, demand, forecasting and other business metrics,
• Coordinate SLA creations (through interaction with the Client team),
• Oversee and guide all activities of the service team (2 and 3 line of support),
• Ensure team follows best practices and maintain service level agreements,
• Leading teams through incident, problem and change management, as well as root cause analysis,
• Continual improvement of problem & incident management processes,
• Monitor and manage Client complaints till resolution,
• Support of the sales process,
• Manage customer relationships and right communication channels.

Requirements

• Minimum 3 years of experience as a Delivery Manager or Service Manager,
• Proven track record in IT Support projects in an international environment,
• Ability to see tasks through to the end and meet tight deadlines, taking responsibility for their completion and maintaining quality throughout,
• Good grasp of both the development (e.g. requirements definition, testing) and IT support (e.g. monitoring, continuous delivery) processes,
• Confident with working in a fast-paced environment,
• nowledge of ITIL framework,
• Strong interpersonal skills and communication skills, verbal and written to both technical and non-technical audiences that are in geographically dispersed environments,
• Ability to speak and write English fluently (minimum C1),
• Ability to develop and nurture strong relationships at all levels,
• Excellent time management and personal organizational skills.

Offer

•    Stable employment. International projects for Global company.
•    Indefinite period contract
•    100% remote work. You can choose to work from any place in the world
•    Flexibility regarding working hours. Autonomy to choose the way you work. We trust you.
•    Annual Training&Development Budget, upskilling support, capability development programs
•    Cooperation with top-tier engineers and experts.
•    Unique TEAL culture, relationship- and respect-driven community, non-corporate atmosphere
•    Agile approach and no bureaucracy
•    Outstanding integration trips to various places in Europe for all employees.
•    Activities to support your well-being and health. Luxmed Gold Extended medical care and Multisport Plus benefit.