Implement and manage operational support services for large international clients
Construct and manage support processes and teams in a complex vendor and client landscape
Set up and negotiate managed service contracts and SLAs
Monitor and manage service accounts, reporting and performance metrics
Lead incident, problem, change and request management processes
Coordinate with 3rd party vendors and internal delivery teams to ensure end-to-end service excellence
Liaise with clients daily to maintain service quality and satisfaction
Contribute to continuous improvement in operational excellence and delivery processes
Manage security and privacy processes for your accounts
Share knowledge with peers and contribute to the Technology Run craft circle
Support pre-sales processes as needed

5+ years of relevant experience in ITIL-based processes and SLA management
Experience setting up managed services contracts and SLAs
Familiarity with Agile delivery methods such as SCRUM and Kanban
Understanding of DevOps principles
Experience working in an international and multicultural context with offshored teams
Excellent command of English (C2 level)

24 working days of paid vacation
National holidays covered
Sick leave (up to 20/year)
Unpaid leave (up to 20/year)
Medical insurance
Multisport card OR Multikafeteria
Maternity & paternity leave support
Internal workshops & learning initiatives
Professional certifications reimbursement
Participation in professional local & global communities
Growth Framework to manage expectations and define the steps to move towards the selected career
Mentoring program with the ability to become a mentor or a mentee to grow to a higher position
Flexibility, with remote and hybrid work options (country-dependent)
Career advancement, with international mobility and professional development programs
Learning and development, with access to cutting-edge tools, training and industry experts

Senior Service Manager

Key skills