ITSM Lead (5/537)

Summary

💰 130 - 158 PLN/h B2B

💰 14 800 - 18 100 PLN gross UoP

📍 Hybrid/Kraków

💼 Lead

Project

As an ITSM Lead, you will be responsible for leading a multi-disciplinary Team specializing in supporting engineering tools used by over 7000 Engineers around the world – who are building autonomous driving solutions for tomorrow's safer, green, and connected world.

We are looking for someone strategic and plans ahead to adopt future intelligence to break down barriers, but also someone innovative, who will challenge the company to think outside the box, creating solutions that will enhance the company's technology landscape.

You will

• Manage and lead a team of L1, L2, and L3 Support Technicians ensuring high-quality service delivery and adherence to SLAs
• Develop and implement IT service management strategies, policies, and procedures in collaboration with the service partner to optimize service operations
• Coordinate with the service partners to ensure effective resource allocation, workload management, and staffing levels to meet service-level targets
• Monitor and report on key performance indicators (KPIs) related to incident management, problem management, and service desk operations
• Collaborate with internal stakeholders and the service partner to identify areas for service improvement and implement process enhancements
• Provide guidance and support, including coaching, training, and performance management
• Act as the escalation point for major incidents, problems, and customer complaints, ensuring timely resolution and effective communication
• Conduct regular meetings and performance reviews with the service partner to address issues, track progress, and foster a collaborative working relationship
• Stay up-to-date with industry trends and best practices in IT service management and leverage that knowledge to drive continuous improvement

Must have

• Bachelor's Degree in Computer Science, Information Technology, or a related field
• Minimum of 7 years of experience in IT service management, with a focus on managing L1 and L2 Support Teams
• Strong knowledge of IT service management frameworks such as ITIL, including incident management, problem management, and service desk operations
• Proven experience in managing service partners or vendors, preferably in a multi-vendor environment
• Excellent leadership and team management skills, with the ability to motivate and inspire a cross-functional team
• Strong analytical and problem-solving abilities, with a keen attention to detail
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with both internal teams and external service partners

Nice to have

• ITIL certification (e.g. ITIL Foundation)
• Experience with service management tools and ticketing systems
• Familiarity with ITSM-related technologies and trends, such as ServiceNow, automation, and AI

Our offer

• Possibility to attend internal and external training
• Relocation package (4500 PLN total value), paid in three installments (1500 PLN per month)
• Benefits: Extended medical care (over 2000 medical facilities in Poland, 80 in Kraków) for you and your family; Multisport Benefit card; life insurance
• High standard facilities, kitchen or easy access to food courts or restaurants; comfortable location, easy access by public transport, parking for bicycles
• Remote work possibility