Up to 25600 PLN

Summary
💰 130 -160 PLN/h B2B
💰 15 600 - 19 200 PLN gross UoP
📍 Kraków
💼 Senior

Role
Reporting to the Director of Global Software Services, the role of the Team Lead – IT Service Delivery Management is responsible for leading a multi-disciplinary team specializing in supporting engineering tools used by over 7000 engineers around the world – who are building autonomous driving solutions for tomorrow safer, green and connected world.

You will

• 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.

Must have

• 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 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
• Ability to plan to adopt future intelligence to break down barriers.

Our offer

• The budget is up to 160PLN/h on B2B or 19200 PLN on UoP
• Possibility to attend internal and external training
• Relocation package (4500 PLN total value), paid in three installments (1500 PLN per month)
• Referral bonus (2000 PLN total value)
• Benefits: Extended medical care (over 2000 medical facilities in Poland, 80 in Kraków) for you and your family; Multisport Benefit card; life insurance
• High standard facilities, kitchen or easy access to food courts or restaurants; comfortable location, easy access by public transport, parking for bicycles.

APLIKUJ