Head of IT Operations & Service Delivery

Our requirements

• Proven experience in a senior IT Operations or IT Leadership role.
• Experience within complex multi-site or international organizations.
• Strong people management experience, including hiring, coaching, mentoring, and team development.
• Experience building or managing Shared Services or centralized IT support functions.
• Strong background in Service Management and IT Operations.
• Experience managing third-party vendors and outsourced services.
• Experience working with Infrastructure, Cloud, Application Support, and Service Delivery teams.
• Budget ownership and financial management experience.
• Strong leadership and stakeholder management skills.
• Excellent communication and presentation skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize and manage multiple initiatives.
• Strong decision-making and organizational skills.
• Ability to influence senior stakeholders and drive change.
• ITIL Certification.
• Experience in Retail, Hospitality, Leisure, Entertainment, or other multi-site environments.
• Experience building and scaling international Shared Service Centres.
• Experience leading geographically distributed teams.

Your responsibilities

• Lead, build, and develop the Group Shared Services team based in Poland.
• Provide leadership to direct and indirect reports while creating a high-performing culture.
• Establish and improve IT operational processes, governance, and service delivery standards.
• Drive ITIL-based Service Management practices across the organization.
• Take ownership of Major Incident Management, Problem Management, and Service Improvement initiatives.
• Ensure SLA achievement, service quality, system availability, and customer satisfaction.
• Manage relationships with external vendors and outsourced service providers.
• Lead regular service reviews and vendor performance meetings.
• Support IT Operations across cinemas and corporate offices in multiple countries.
• Work closely with senior business stakeholders and IT leadership teams.
• Manage IT budgets, resource planning, and operational costs.
• Drive continuous improvement, operational efficiency, and service excellence.

What we offer

• Benefits package: medical care, sports activity subsidy, access to life insurance.
• Convenient location (Centrum metro station).
• Remote Fridays.
• Permanent employment in a key leadership role.
• Opportunity to work in the leisure industry.

Recruitment for