Process Manager (IT Service Management)

Quick Facts

• Role: Process Manager (IT Service Management)

• Focus: ITIL-based process governance and continuous improvement (Incident, Change, Problem)

• Language requirement: French (min. B2)

• Work model: Hybrid, regular attendance in Katowice (Poland)

Description

You will drive process governance and continuous improvement for IT and business operational processes, especially Incident, Change, and Problem Management. You will analyze, optimize, and standardize end-to-end processes with cross-functional teams to improve efficiency, compliance, and service quality. You will also support transformation initiatives and operational excellence, including reviews, reporting, and process documentation.

Responsibilities

• Manage and continuously improve IT service management processes (Incident, Change, Problem)

• Analyze current processes, identify inefficiencies, and implement improvement initiatives

• Ensure adherence to ITIL best practices, internal standards, and governance frameworks

• Define, document, and optimize end-to-end processes with operational, technical, and business stakeholders

• Lead process mapping, reviews, and documentation activities

• Monitor process performance, identify risks, and implement corrective/preventive actions

• Participate in operational meetings, service reviews, and project activities

• Support implementation of new processes, tools, and ways of working

• Provide guidance, knowledge sharing, and training on process management standards

• Support continuous improvement and operational excellence initiatives

• Support incident/change/problem review activities, including root-cause analysis and compliance monitoring

• Prepare reports, KPIs, and process-related documentation for management and stakeholders

Requirements

• 3+ years of experience in Process Management, IT Service Management, or related operational roles

• Strong practical knowledge of ITIL and ITSM processes

• Hands-on experience with Incident, Change, and Problem Management

• Experience in process analysis, process mapping, and process improvement initiatives

• Ability to create and maintain process documentation, procedures, and governance standards

• Experience working with cross-functional teams and multiple stakeholders

• Strong analytical and problem-solving skills

• Understanding of operational risk management and process compliance

• Excellent communication and stakeholder management skills

• French min. B2

• Located in Poland and available for a hybrid work model with regular attendance in Katowice

Nice to Have

• ITIL certification

• Experience with ServiceNow or Jira Service Management

• Knowledge of Lean, Six Sigma, or Continuous Improvement methodologies

• Experience in enterprise or international environments

• Project management experience

• Experience with KPI reporting and process governance

Benefits

• Medical coverage (Luxmed) and fitness options (Medicover Sport, Worksmile)

• Educational platforms and language learning

• Referral bonus, life insurance, and paid certifications

• Conferences, Tech Lunches, and Communities (Project Management, Architecture, Security, Process Management, Leadership, AI and Cloud)

• Local kindergarten, free parking, fresh fruits, and workation