Opis stanowiska podany przez pracodawcę:

ITSM Lead
Kraków
NR REF.: 1185247


ITSM Lead Hays IT Contracting is a cooperation based on B2B rules. We connect IT specialists with the most interesting, technological projects on the market.Join the group of 500 satisfied Contractors working for Hays’ clients! For our Client we are currently looking for Candidates for the position of:
ITSM Lead

• Location: hybrid - Krakow office
• Job type: B2B via Hays Poland
• Rate: M: 145- 155 PLN/h net
• English: C1

Your Role:

• 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.

What we expect from you:

• Bachelor39s 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.

What will the recruitment process look like:

• Your CV will be verified by Hays Recruiter
• Technical conversation with the client – online meetings:
• Welcome to the project!

Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361.

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