Purpose of the Role

As the Service & Operations Manager, you are responsible for ensuring the end-to-end delivery and operational excellence of our Managed Services.

You lead the operational teams, secure stable day-to-day IT operations, ensure that SLAs and contractual obligations are met, and act as the primary operational interface to our customers and internal stakeholders.

Your mission:

Guarantee service stability, performance, customer satisfaction and continuous improvement across all assigned services.

Your Responsibilities

1. Operational Leadership & Team Management

• Lead and oversee day-to-day operations across multiple managed service teams (Service Desk, Workplace and L3 Infrastructure specialists)

• Ensure structured workflows, prioritisation and efficient task allocation.

• Monitor team performance, productivity and SLA compliance.

• Conduct regular coaching, feedback and development sessions.

  
  

2. Service Delivery Ownership

• Own the delivery of all contracted services for your customer accounts.

• Ensure all SLAs, OLAs, KPIs and service commitments are met end-to-end.

• Conduct service reviews, operational meetings and governance sessions.

• Translate contract requirements into operational execution for the teams.

• Align with Account Management on service performance, customer expectations and improvements.

  
  

3. Incident, Escalation & Major Incident Management

• Oversee and control critical incidents, escalations and service disruptions.

• Ensure timely communication and transparent status updates to stakeholders and customers.

• Act as escalation point for team leads, supervisors and customers.

• Drive root cause analysis and post-incident reviews.

  
  

4. Process & Compliance Management

• Ensure adherence to ITIL-based processes (Incident, Request, Problem, Change, Knowledge).

• Drive process discipline, documentation quality and operational governance.

• Monitor compliance with internal controls, security requirements and customer guidelines.

• Promote continuous improvement in processes, workflows and service structure.

  
  

5. Customer Communication & Stakeholder Management

• Act as the operational contact for customers and internal management.

• Conduct regular service review meetings (monthly/quarterly).

• Ensure customer satisfaction through proactive communication and performance transparency.

• Build trust and long-term relationships with customer stakeholders.

• Manage expectations and negotiate operational agreements (SLAs, priorities, changes).

6. Performance, Reporting & SLA Governance

• Monitor and analyse KPIs and SLA achievement.

• Create operational and service reports and present them in governance rounds.

• Identify performance risks early and initiate corrective measures.

• Maintain transparency over workloads, capacity and resource planning.

  
  

7. Coordination with Technology & Projects

• Work closely with technical experts for escalations or complex topics.

• Ensure smooth coordination with Project Management during transitions, onboarding or changes.

• Support implementation of new services or extensions and ensure seamless handover into operations.

• Coordinate dependencies across Infrastructure, Workplace, Network, Cloud, Security and Support teams.

8. Continuous Improvement & Service Optimisation

• Identify optimisation potential across operations, tools, processes and team structure.

• Drive initiatives to improve efficiency, quality, automation and customer satisfaction.

• Collaborate with Service Delivery, Technology Leads and Management to evolve the service portfolio.

  
  

Your Profile

• 4+ years experience in Service Management, IT Operations Management, or similar leadership role.

• Strong understanding of ITIL (Incident, Problem, Change, Request, SLAs).

• Experience leading operational IT teams (Service Desk, Onsite, Workplace, or similar).

• Ability to manage customers and stakeholders confidently and professionally.

• Strong organisational skills, structured working style and high reliability.

• Excellent communication skills in Polish, German and English.

• Solid technical understanding of IT infrastructure, workplace, networks or cloud.

• High sense of ownership and motivation to continuously improve services.