Service Manager

Our requirements

• Successfully completed university studies in informatics or in a comparable field of study
• Experience in IT service management or IT operations roles.
• Strong knowledge of ITSM tools (e.g. ServiceNow or equivalent).
• Understanding of SLA management, reporting, and service metrics.
• Experience in incident escalation, problem management, and change governance.
• Leadership mindset with ability to coordinate cross‑functional teams.
• Analytical and improvement‑oriented approach
• Our team and customers are international, so excellent communication skills in English are required, German language skills are a plus
• You are available to work in a hybrid mode: both in our office in Katowice and from home. Working from the office includes 2 - 3 days a week.

Your responsibilities

• Own and govern IT services across their lifecycle (incident, problem, change, request).
• Ensure stable and efficient daily service operations
• Monitor SLA, KPI, CSAT/DSAT performance and drive corrective actions.
• Act as primary point of contact for customers and key stakeholders.
• Lead service reviews, reporting, and communication on service performance, risks, and improvements.
• Manage escalations and ensure timely resolution of critical issues.
• Coordinate service teams, service leads, and contractors
• Support workload planning, prioritisation, and resource management.
• Identify operational risks and implement mitigation plans.

Development opportunities we offer

• development budget
• external training
• intracompany training

What we offer

• Motivizer Benefits Platform to choose and manage all your benefits in one place. You receive a budget (550 PLN monthly). You can choose there medical care package, meal tickets, sports cards (we have Multisport and on preferential terms, we have membership cards to one of the most popular Gyms), cinema tickets, shop vouchers, discounts and many more.
• Language Courses – you have access to the platform where you can practice your language skills.
• Regular and systematic further training opportunities - internal and external ones. We support your development.
• Cooperation within an internal community is our everyday reality. We have networking events, coding challenges, and company parties for different occasions.

Benefits

• private medical care
• sharing the costs of foreign language classes
• sharing the costs of professional training & courses
• integration events
• extra social benefits

Recruitment stages

• 1.
  Tech interview
• 2.
  HR interview

Reply Polska Sp. z o.o.