Purpose of the RoleAs the Service & Operations Manager, you are responsible for ensuring the end-to-end delivery and operational excellence of our Managed Services.You lead the operational teams, secure stable day-to-day IT operations, ensure that SLAs and contractual obligations are met, and act as the primary operational interface to our customers and internal stakeholders.Your mission:Guarantee service stability, performance, customer satisfaction and continuous improvement across all assigned services.Your Responsibilities1. Operational Leadership & Team Management Lead and oversee day-to-day operations across multiple managed service teams (Service Desk, Workplace and L3 Infrastructure specialists) Ensure structured workflows, prioritisation and efficient task allocation. Monitor team performance, productivity and SLA compliance.

Conduct regular coaching, feedback and development sessions.

2. Service Delivery Ownership Own the delivery of all contracted services for your customer accounts. Ensure all SLAs, OLAs, KPIs and service commitments are met end-to-end. Conduct service reviews, operational meetings and governance sessions. Translate contract requirements into operational execution for the teams.

Align with Account Management on service performance, customer expectations and improvements.

3. Incident, Escalation & Major Incident Management Oversee and control critical incidents, escalations and service disruptions. Ensure timely communication and transparent status updates to stakeholders and customers. Act as escalation point for team leads, supervisors and customers.

Drive root cause analysis and post-incident reviews.

4. Process & Compliance Management Ensure adherence to ITIL-based processes (Incident, Request, Problem, Change, Knowledge). Drive process discipline, documentation quality and operational governance. Monitor compliance with internal controls, security requirements and customer guidelines.

Promote continuous improvement in processes, workflows and service structure.

5. Customer Communication & Stakeholder Management Act as the operational contact for customers and internal management. Conduct regular service review meetings (monthly/quarterly). Ensure customer satisfaction through proactive communication and performance transparency. Build trust and long-term relationships with customer stakeholders. Manage expectations and negotiate operational agreements (SLAs, priorities, changes).
6. Performance, Reporting & SLA Governance Monitor and analyse KPIs and SLA achievement. Create operational and service reports and present them in governance rounds. Identify performance risks early and initiate corrective measures.

Maintain transparency over workloads, capacity and resource planning.

7. Coordination with Technology & Projects Work closely with technical experts for escalations or complex topics. Ensure smooth coordination with Project Management during transitions, onboarding or changes. Support implementation of new services or extensions and ensure seamless handover into operations. Coordinate dependencies across Infrastructure, Workplace, Network, Cloud, Security and Support teams.
8. Continuous Improvement & Service Optimisation Identify optimisation potential across operations, tools, processes and team structure. Drive initiatives to improve efficiency, quality, automation and customer satisfaction.

Collaborate with Service Delivery, Technology Leads and Management to evolve the service portfolio.

Your Profile 4+ years experience in Service Management, IT Operations Management, or similar leadership role. Strong understanding of ITIL (Incident, Problem, Change, Request, SLAs). Experience leading operational IT teams (Service Desk, Onsite, Workplace, or similar). Ability to manage customers and stakeholders confidently and professionally. Strong organisational skills, structured working style and high reliability. Excellent communication skills in Polish, German and English. Solid technical understanding of IT infrastructure, workplace, networks or cloud.

High sense of ownership and motivation to continuously improve services.

What We Offer A key leadership role with direct impact on service quality and customer satisfaction. A modern, structured Managed Services environment with clear processes. Attractive development opportunities (ITIL certifications, leadership training, technical upskilling). Hybrid working model and flexible hours after onboarding.

Employee benefits such as staff discounts and regular team events.