IT Service Manager | f/m/d

About Us

ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies’ strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external customers with state-of-the-art IT solutions to everyday problems.

In October 2022, ET&S S.A. expanded its scope of operations by creating a Business Services unit to contribute in a new way to the growth of ERGO’s business. Acting as a co-partner and internal consultant, it adds non-IT value and supports the development of the entire ERGO Group, currently offering skills in reporting, analysis, actuarial, and input management. We are committed to fostering innovation and meeting the evolving needs of our clients worldwide.

Discover how we implement AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address our customers’ future needs.

How you will get the job done

• being responsible for global end-to-end enterprise backup and restoring services in our hybrid environments

• ensuring availability, integrity and performance of our existing backup and restoring solutions

• operating and enhancing backup platforms including Dell Data Protect, Commvault and IBM Spectrum Protect and other enterprise grade backup and recovery tools

• managing integrations with storage and hardware vendors

• overseeing service delivery in cooperation with external service providers

• managing incidents, problems and changes in line with ITIL processes

• preparing and maintaining documentation, reports and dashboards for technical and management audiences

• ensuring compliance with local and international regulatory requirements (e.g. GDPR, Dora, data retention laws and industry standards)

• supporting internal and external audits by preparing documentation and evidence

• providing, consulting and guiding stakeholders on backup, restore and disaster recovery strategies

• enabling service restoration incl. classification, prioritization and documentation of major incidents by driving task forces and communication of results according to global process guidelines

• tracking delivery issues and identified mitigating actions across IT Services, IT Providers and other IT Units derived from Incident- and Problem records

• managing and monitoring operational key metrics (SLAs, KPI trends) and identification of adjustments from a customer resp. user perspective

• communicating with stakeholders of major incidents, Senior stakeholder management experience

• providing thought leadership to enable process improvement

Skills and experience you will need

• fluent spoken and written English

• university degree in IT or business information management or equivalent qualification

• strong expertise in enterprise backup solutions

• 5+ years of experience of delivering results in a fast paced, global and regulated business environment

• 3+ years of experience managing external service providers

• wide operational Major Incident- and Problem Management experience in a global IT environment

• good understanding of data protection laws, regulatory frameworks and compliance standards

• practical knowledge of Change Management processes

• sound IT infrastructure experience as well as quality and results orientation. IT application development knowhow helpful

• preferably, you are already ITIL certified or have the readiness to pursue one with our support

• flexibility and bringing a curious and creative mindset, open to new things and able to propose innovative ideas

• excellent collaboration and communications skills to deal with senior leaders, stakeholders and executives and to build and nurture business relationships

• practical project management experience

• outstanding ability to think in a global meta-organizational, networked manner

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!