IT Service Management

The purpose of this role: Introduce new and improve existing IT Service Management concepts Co-ordinate and improve the helpdesk IT operations  Manage existing supplier contracts and services Facilitate the timely planning and procurement and deployment of End User Computing hardware Responsibilities Proactively plan and priorities all IT operations support activities on a day-to-day basis  Monitor, manage all new tickets and priorities plan all new open tickets  Co-ordinate all activities for non-planned systems outages  SWAT team formation  Communication to the business on status  Ensure that all steps of RCA are started and completed with the team  Implement remediation activities post RCA and update arrange for updates to SOP/work instructions and training requirements for both IT and Business  Knowledge base development  Co-ordinate all activities for planned systems outages  Communication to the business on status  Detailed resource plan for all outages  Patching  Upgrades  Release management  Environment management Manage service requests - Demand / Capacity Support  Business Project (in conjunction with the PMO)  Manage all IT contracts  Catalogue of all IT contracts  Drive down costs and consolidate where possible  Coordinate and streamline audit management activities throughout the year EUC Management -Major Responsibilities  Hardware planning Procurement planning Deployment planning Requirements Must have the ability to travel within the EU/US without visa restrictions or capacity to travel freely within the EU/US without requiring visa sponsorship Must be able to speak English and other local language fluently. Must have detailed service management knowledge (e.g. ITIL etc.) Must have had responsibility for leading and implementing IT Server Management in at least 1 global organization.  Must have experience of leading the planning and implementation for planned outages (i.e. systems, infrastructure etc.)  Must have experience of leading and co-ordinating activities for unplanned outages (i.e. systems, infrastructure etc.)  Must have experience of implementing and improving service management practices Excellent interpersonal and communication skills Excellent problem solving skills. Excellent customer service skills What we can offer Hybrid mode working - 2 days a week working from the office located in Kraków (initially remote)  UoP/B2B contract Private health insurance  Access to e-learning platform  Multisport Card