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

What you will do

• 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)

What we offer

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!

Requirements

• 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

Nice to have

• ITIL Foundation or higher certification
• cloud certifications (AWS/Azure/GCP) related to databases or architecture
• experience in regulated industries (finance, pharma, insurance, etc.)