IT Service Manager | f/m/d

Your responsibilities

• 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

Our requirements

• 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

What we offer

• 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!

Benefits