IT Service Manager (Global) | f/m/d

owning the global Database Service (e.g., Oracle, SQL Server)
defining the database service strategy, roadmap, standards, and KPIs in line with business and IT strategy
overseeing the day-to-day operations of database services across all regions and time zones
overseeing backup/restore strategies, DR/BCP, and capacity planning
ensuring compliance with SLAs for availability, performance, incident response, and request fulfilment
defining support models (L1-L3), escalation paths, and handover processes
managing the service catalog entries, SLAs, OLAs, and pricing
coordinating and prioritizing incident, problem, and change management activities (ITIL-based)
driving root-cause analysis (RCA) and preventive actions for major incidents
tracking and optimizing costs (licenses, cloud consumption, hardware, support contracts)
leading and coordinating internal DBAs and service teams (including offshore/nearshore resources)
managing external vendors and cloud providers delivering database-related services
identifying and driving service improvements (automation, self-service, performance tuning)
collaborating with architects to define database architectures, patterns, and reference designs
monitoring and reporting service performance, risk, and improvement plans to leadership
supporting or/and leading database-related projects, migrations, and transformation initiatives (e.g., cloud migration, consolidation)

fluency in English
bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
5+ years of experience in database administration/engineering or infrastructure operations
3-5+ years in a service management, team lead, or global operations role.
strong experience with major RDBMS platforms (e.g., Oracle, SQL Server) and/or cloud databases (AWS RDS, Azure SQL, GCP Cloud SQL)
solid understanding of ITIL processes (Incident, Problem, Change, Capacity, Availability)
experience working in a global, multi-time-zone, multi-vendor environment
strong service management mindset and customer orientation
excellent communication skills with both technical and business stakeholders

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!

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