ITIL Expert

Responsibilities

• Lead and manage IT service operations, ensuring alignment with ITIL best practices.
• Oversee the design, implementation, and continual improvement of ITIL processes such as Incident, Problem, Change, and Service Request Management.
• Manage day-to-day operations of IT services, ensuring high availability, performance, and stability.
• Develop and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with internal and external stakeholders.
• Ensure effective IT service continuity and disaster recovery planning.
• Collaborate with technical teams to ensure that service management processes support business needs, aligning operational efficiency with corporate goals.
• Provide leadership to operations teams, mentoring staff and driving continuous improvement initiatives.
• Track and report on key performance indicators (KPIs) for IT operations and service delivery.
• Manage vendor relationships, ensuring that third-party services meet contractual obligations and performance standards.
• Ensure compliance with relevant regulatory requirements and company policies.

Benefits

• Motivizer Benefits Platform to choose and manage all your benefits in one place. You receive a budget (550 PLN monthly). You can choose medical care package, meal tickets, sports cards (we have Multisport and on preferential terms, we have membership cards to one of the most popular Gyms), cinema tickets, shop vouchers, discounts and many more.
• Language Courses – you'll have access to a multi-language learning platform enabling you to practice you language skills and learn new ones!
• Regular and systematic further training opportunities - both internally and from external providers. We support your ongoing learning and development.
• Cooperation within an internal community is our everyday reality. We have networking events, coding challenges, and company parties for different occasions.

Qualifications

• We are looking forward to your successfully completed university studies in (business) informatics, mathematics, physics or similar
• Expertise in managing large-scale IT operations, including infrastructure, application support, and end-user services.
• Experience in managing complex incidents and driving root cause analysis for problem resolution.
• Strong background in implementing and enforcing change management procedures to minimize service disruptions.
• Experience in managing relationships with third-party service providers and ensuring service delivery as per contracts.
• Knowledge of IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or equivalent as well as ITIL v3 or ITIL 4 certification required on Expert level.
• Experience with planning and executing IT disaster recovery scenarios.
• Very good communication skills in English complete your profile
• you are open to work in a hybrid mode, with 2-3 days at our office in Katowice

About Red Reply

Red Reply, the Reply Group company specializing in Oracle Cloud solutions and Oracle Cloud Partner of the Year 2014, 2015, 2016, is the first provider in Germany to operate the new Oracle Cloud Machine for customers. As a leading Oracle Cloud partner, Red Reply migrates its customers' mission critical enterprise applications to the Oracle Cloud or OCM and operates them as a "Full Managed Service" according to DevOps or classic methods