Senior IT Service Manager
$254,400–$254,400 year
HybridKrakow, Łódź Voivodeship, Republic of Poland
Job Summary
Manage SuccessFactors Employee Central and SAP Fieldglass operations, ensuring service availability, SLA compliance, and operational efficiency. Act as the primary escalation point for major incidents, drive service resilience improvements, and execute ITIL-based incident, problem, change, and service transition processes. Lead root cause analysis, implement preventive actions, and manage vendor performance and contractual compliance. Maintain service documentation, performance reporting, and ensure adherence to IT policies, security standards, and regulatory requirements while supporting audit activities. Requires a Bachelor's degree in IT, 5+ years of experience including 3+ in service management for SuccessFactors, and ITIL certification. Hybrid schedule in Poland (8 days on-site) or remote in Portugal; salary ranges from 21,200 PLN to 5,800 EUR gross monthly.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field
- 5+ years of IT experience, including 3+ years in service management supporting SuccessFactors Employee Central
- Experience with ITSM frameworks, incidents, service requests, changes, and service operations
- Experience in vendor management, budget oversight, and issue resolution
- Strong communication, stakeholder management, and collaboration skills
- Strong analytical and problem-solving capabilities
- Experience in system operations, release planning, and continuous improvement
- Expertise in leading technical teams, including external vendors and contractors
- Bachelor's degree in Information Technology, Computer Science, or a related field
- 5+ years of IT experience, including 3+ years in service management supporting SuccessFactors Employee Central
- Experience with ITSM frameworks, incidents, service requests, changes, and service operations
- Experience in vendor management, budget oversight, and issue resolution
- Strong communication, stakeholder management, and collaboration skills
- Strong analytical and problem-solving capabilities
- Experience in system operations, release planning, and continuous improvement
- Expertise in leading technical teams, including external vendors and contractors
Desired Qualifications
- ITIL certification preferred
- SAP Fieldglass and SuccessFactors certifications are an advantage
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