ITSM Lead
- Location: hybrid - Krakow office
- Job type: B2B via Hays Poland
- Rate: M: 145- 155 PLN/h net
- English: C1
- Manage and lead a team of L1,L2,L3 support technicians ensuring high-quality service delivery and adherence to SLAs.
- Develop and implement IT service management strategies, policies, and procedures in collaboration with the service partner to optimize service operations.
- Coordinate with the service partners to ensure effective resource allocation, workload management, and staffing levels to meet service level targets.
- Monitor and report on key performance indicators (KPIs) related to incident management, problem management, and service desk operations.
- Collaborate with internal stakeholders and the service partner to identify areas for service improvement and implement process enhancements.
- Provide guidance and support, including coaching, training, and performance management.
- Act as the escalation point for major incidents, problems, and customer complaints, ensuring timely resolution and effective communication.
- Conduct regular meetings and performance reviews with the service partner to address issues, track progress, and foster a collaborative working relationship.
- Stay up-to-date with industry trends and best practices in IT service management and leverage that knowledge to drive continuous improvement.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 7 years of experience in IT service management, with a focus on managing L1 and L2 support teams.
- Strong knowledge of IT service management frameworks such as ITIL, including incident management, problem management, and service desk operations.
- Proven experience in managing service partners or vendors, preferably in a multi-vendor environment.
- Excellent leadership and team management skills, with the ability to motivate and inspire a cross-functional team.
- Strong analytical and problem-solving abilities, with a keen attention to detail.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with both internal teams and external service partners.
- ITIL certification (e.g., ITIL Foundation) is highly desirable.
- Experience with service management tools and ticketing systems is a plus.
- Familiarity with ITSM-related technologies and trends, such as ServiceNow, automation, and AI, is an advantage.
- You are Strategic: Plan ahead adopting future intelligence to break down barriers.
- Your CV will be verified by Hays Recruiter
- Technical conversation with the client – online meetings:
- Welcome to the project!