Monitor IT support service performance across regions and providers.
Coordinates support operations across Group IT, regional teams, and external providers.
Work with vendors, subsidiaries, and internal teams to ensure smooth operational execution.
Ensure SLA compliance and identify breaches in real time.
Assess operational readiness and support procedures during services onboarding.
Collect, validate, and report on incident and request performance metrics.
Propose targeted improvements to incident and request handling processes.
Optimize ITSM tool configurations for better performance visibility.

Degree in Information Technology, Engineering, Business Informatics, or a related field.
Strong experience in IT service operations and management.
Solid understanding of incident, problem, and service level management.
Ability to enforce standards and accountability without direct line authority.
Proven expertise in ITSM tools and SLA management.
Ability to define metrics, dashboards, and executive-level reporting.
Structured, analytical mindset with a focus on quality.
ITIL certification (preferably ITIL 4) strongly preferred.
Proficiency in English (C1/C2).

Working Hours: We offer flexible working hours to accommodate your work schedule.
Meal allowances: You can enjoy delicious meals on us, no matter if you are working remotely or on-site. *Option to use it for public transportation or childcare instead.
Internet Compensation: We cover the cost of your home internet connection, as we understand how essential connectivity is in the modern workplace.
Training courses: Our company is committed to helping our employees grow and develop their skills, which is why we offer a variety of industry-specific training courses and a learning channel.
Gym Coverage: Stay active and healthy with our 90% coverage benefit, which provides access to the nearby gym: Forus.
Health Insurance: We take the health and well-being of our employees seriously, which is why we offer a comprehensive health insurance plan and the option to extend it to your spouse and children.

Support Service Operations Specialist

Key skills