Global Incident/Problem Manager

🏢 Summary: The offer is for an IT Incident Manager in the KYC area, responsible for managing major IT incidents end-to-end in a complex environment with strong SLA focus. The role involves coordinating L2/L3 teams, leading bridge calls, ensuring stakeholder communication, and driving continuous improvement of incident management processes. It requires ownership of the full incident lifecycle, reporting, and adherence to ITIL practices. 🗂️ Requirements: Several years of experience in IT Service Management or Incident Management, Experience in complex IT environments, Solid understanding of IT infrastructure and applications, Experience working with L2/L3 support teams, Experience managing escalations, Experience managing incidents within SLA targets, Strong analytical skills in reporting and metrics, Knowledge of ITIL practices (Incident, Problem, Change Management), Experience with ITSM tools, Experience with monitoring systems, Very good English (written and spoken) 📃 Skills: ITIL, Jira, Confluence, BMCHelix, ITSM, SLA, KYC, Servers, Databases, Containers, Monitoring, Reporting, Analytics 🏢 Description: For our client from we are looking for IT Incident Manager - KYC area. RESPONSIBILITIES Manage major IT incidents end-to-end, ensuring quick resolution and minimal business impact (SLA-focused) Coordinate bridge calls and war rooms with technical and business teams Support L2/L3 teams and manage priorities and escalations Own the full incident lifecycle (triage, prioritization, communication, closure, documentation) Ensure clear and timely communication with stakeholders and management Monitor SLA compliance and proactively address risks Maintain accurate incident records, including root causes and follow-up actions Prepare and present incident reports, trends, and insights Lead post-incident reviews and track improvement actions Support continuous improvement of incident management processes REQUIREMENTS Several years of experience in IT Service Management / Incident Management in a complex environment Solid understanding of IT infrastructure and applications (servers, databases, containers, etc.) Experience working with L2/L3 teams and managing escalations Strong analytical skills (reporting, metrics, data analysis) Experience managing incidents within SLA targets Good knowledge of ITIL practices (Incident, Problem, Change Management) Experience with ITSM tools (e.g., Jira, Confluence, BMC Helix) and monitoring systems Very good English communication skills (written and spoken) NICE TO HAVE WHAT DO WE OFFER ON THIS PROJECT? Cooperation based on a B2B contract. Hybrid work from Warszawa, Gdańsk, Gdynia or Łódź. (x times a week in the office). The support of a dedicated mentor. In the relationship, we focus on direct communication. When you join speedapp, you will be put in touch with a dedicated mentor who will make sure that you enjoy working with us and with the client. Events and integration meetings, as well as participation in various initiatives, e.g., sports. Access to the benefits offering (medical care, life insurance, Multisport card). WHAT DOES THE RECRUITMENT PROCESS LOOK LIKE? Application: Apply and submit your CV. After the application review, the recruiter will contact selected candidates by phone. Screening: Have a conversation with a speedapp recruiter about your experience. Next steps: The speedapp recruiter will explain the recruitment process for the specific position. The speedapp recruiter will stay in touch with you throughout the entire process. ABOUT SPEEDAPP At speedapp, we believe that an organization is only as good as the people who make it up. We are a team of IT experts and other professionals working for our clients around the world (including Israel, Austria, USA). We go far beyond the HR category. We build IT teams and also help manage them. 👉 10 years of experience 👉 +100 clients worldwide +300 hires per year 💎 We have won the prestigious "Forbes Diamonds" award four times (2022, 2023, 2024, 2025). We are a member of the European Fast Growth Icons network and FinTech Poland. We are ranked 18th among the 100 fastest growing companies 2023 by Clutch. DO YOU HAVE ANY QUESTIONS? Contact the recruiter responsible for this process directly. Barbara Krawczyk Junior IT Delivery Consultant barbara.krawczyk@speedapp.pl +48 734 469 838

🏢 Summary: Leadership role responsible for end-to-end delivery and operational excellence of Managed Services, ensuring stable IT operations and full SLA compliance. The position oversees service teams, manages incidents and escalations, and acts as the main operational contact for customers. Focus is on ITIL-based process governance, performance management, and continuous service improvement. 🗂️ Requirements: 4+ years in Service Management or IT Operations Management, Experience leading IT operational teams, Strong knowledge of ITIL processes (Incident, Problem, Change, Request), Experience managing SLAs, OLAs and KPIs, Experience with incident and major incident management, Solid understanding of IT infrastructure, workplace, network or cloud environments, Ability to coordinate with technical and project teams, Professional communication in Polish, German and English 📃 Skills: ITIL, SLA, KPI, IncidentManagement, ProblemManagement, ChangeManagement, ServiceManagement, ITOperations, Infrastructure, Workplace, Network, Cloud, Reporting, Governance 🏢 Description: Purpose of the Role As the Service & Operations Manager, you are responsible for ensuring the end-to-end delivery and operational excellence of our Managed Services. You lead the operational teams, secure stable day-to-day IT operations, ensure that SLAs and contractual obligations are met, and act as the primary operational interface to our customers and internal stakeholders. Your mission: Guarantee service stability, performance, customer satisfaction and continuous improvement across all assigned services. Your Responsibilities 1. Operational Leadership & Team Management Lead and oversee day-to-day operations across multiple managed service teams (Service Desk, Workplace and L3 Infrastructure specialists) Ensure structured workflows, prioritisation and efficient task allocation. Monitor team performance, productivity and SLA compliance. Conduct regular coaching, feedback and development sessions. 2. Service Delivery Ownership Own the delivery of all contracted services for your customer accounts. Ensure all SLAs, OLAs, KPIs and service commitments are met end-to-end. Conduct service reviews, operational meetings and governance sessions. Translate contract requirements into operational execution for the teams. Align with Account Management on service performance, customer expectations and improvements. 3. Incident, Escalation & Major Incident Management Oversee and control critical incidents, escalations and service disruptions. Ensure timely communication and transparent status updates to stakeholders and customers. Act as escalation point for team leads, supervisors and customers. Drive root cause analysis and post-incident reviews. 4. Process & Compliance Management Ensure adherence to ITIL-based processes (Incident, Request, Problem, Change, Knowledge). Drive process discipline, documentation quality and operational governance. Monitor compliance with internal controls, security requirements and customer guidelines. Promote continuous improvement in processes, workflows and service structure. 5. Customer Communication & Stakeholder Management Act as the operational contact for customers and internal management. Conduct regular service review meetings (monthly/quarterly). Ensure customer satisfaction through proactive communication and performance transparency. Build trust and long-term relationships with customer stakeholders. Manage expectations and negotiate operational agreements (SLAs, priorities, changes). 6. Performance, Reporting & SLA Governance Monitor and analyse KPIs and SLA achievement. Create operational and service reports and present them in governance rounds. Identify performance risks early and initiate corrective measures. Maintain transparency over workloads, capacity and resource planning. 7. Coordination with Technology & Projects Work closely with technical experts for escalations or complex topics. Ensure smooth coordination with Project Management during transitions, onboarding or changes. Support implementation of new services or extensions and ensure seamless handover into operations. Coordinate dependencies across Infrastructure, Workplace, Network, Cloud, Security and Support teams. 8. Continuous Improvement & Service Optimisation Identify optimisation potential across operations, tools, processes and team structure. Drive initiatives to improve efficiency, quality, automation and customer satisfaction. Collaborate with Service Delivery, Technology Leads and Management to evolve the service portfolio. Your Profile 4+ years experience in Service Management, IT Operations Management, or similar leadership role. Strong understanding of ITIL (Incident, Problem, Change, Request, SLAs). Experience leading operational IT teams (Service Desk, Onsite, Workplace, or similar). Ability to manage customers and stakeholders confidently and professionally. Strong organisational skills, structured working style and high reliability. Excellent communication skills in Polish, German and English. Solid technical understanding of IT infrastructure, workplace, networks or cloud. High sense of ownership and motivation to continuously improve services. What We Offer A key leadership role with direct impact on service quality and customer satisfaction. A modern, structured Managed Services environment with clear processes. Attractive development opportunities (ITIL certifications, leadership training, technical upskilling). Hybrid working model and flexible hours after onboarding. Employee benefits such as staff discounts and regular team events.

🏢 Summary: L2 IT Support Specialist role focused on user account management, incident resolution, and administration of Windows-based environments for enterprise clients. The position involves maintaining network resources, supporting hardware and software issues, and operating within ITIL-based service management processes. The role requires multilingual support and strong expertise in Microsoft and ITSM technologies. 🗂️ Requirements: Bachelor’s degree in IT, Computer Science or related field, 2–3+ years of experience in help desk or desk-side support, Experience resolving hardware, software, and network incidents, Strong knowledge of Windows Server and client operating systems, Experience with Active Directory and Exchange, Experience with ITSM ticketing tools, Knowledge of ITIL processes (incident, problem, change management), Familiarity with VPN and remote access technologies, Fluency in Portuguese, Spanish, and English (C1) 📃 Skills: Windows, ActiveDirectory, Exchange, MacOS, UNIX, VPN, ServiceNow, Remedy, ITIL, WindowsServer, TicketingSystems 🏢 Description: About the project As an IT Specialist (L2 Support) fluent in Portuguese, Spanish, and English, you will play a pivotal role in ensuring the seamless management of user accounts, network resources, and incident resolution for our clients’ IT environments. Operating from our state-of-the-art Kraków office, you will act as a trusted technical advisor, providing expert support and maintaining high standards of service delivery that align with HCLTech’s reputation for excellence. Your responsibilities Manage user accounts across multiple platforms, including Windows, Active Directory, and Exchange. Create, administer, and maintain LAN accounts, Global Groups, and email accounts for new and existing users. Manage and standardize shared resources, such as distribution lists, directories, shared email accounts, calendars, and conference rooms, in accordance with client requirements. Set up servers and grant appropriate permissions following established client standards. Ensure efficient and secure access to IT tools, enabling clients to operate their businesses effectively. Serve as a System Administrator for User Account Maintenance and Incident Management Systems, including ongoing system housekeeping. Develop and update knowledge base documentation for user account maintenance procedures. Diagnose, resolve, and document hardware, software, and network problems, providing support via telephone and ticketing systems. Apply ITIL processes, participate in root cause analysis, and support incident, problem, and change management activities. Our requirements Bachelor’s degree or equivalent in IT, Computer Science, or related field (3–4 years of higher education). 2–3+ years of experience in help desk, desk-side support, or IT customer service, with proven ability to resolve hardware-related issues. Fluency in Portuguese, Spanish, and English (minimum C1 level); proficiency in other European languages is a plus. Strong working knowledge of Windows operating systems (Windows 2000/2003/2008 servers; Windows XP/Vista/7 clients), Active Directory, Exchange (2003/2007), and Mac OS/OS X. Familiarity with UNIX/Mac environments and VPN/remote dial-in technologies. Experience with ITSM ticketing tools (e.g., ServiceNow, Remedy, HP Service Center, Peregrine Service Center). Understanding of ITIL processes, particularly in service desk, incident, problem, and change management. Excellent communication skills; able to effectively interact with customers and internal teams. Resourcefulness, strong customer service orientation, and dedication to high-quality service delivery. Optional MCP, MCSE, or MCSA certifications preferred. ITIL Foundation certification (V2 or V3) is an advantage. Ability to define, document, and implement IT processes as required. Strong analytical and problem-solving skills, with aptitude for conducting root cause analysis. Willingness and ability to quickly acquire and apply new knowledge. Demonstrated ability to integrate and collaborate as a cross-functional team player in a fast-paced, knowledge-sharing environment.

🏢 Summary: Senior ServiceNow Engineer role focused on designing, building, and operating scalable ITSM and SPM solutions while consolidating the platform and modernizing integrations. The position involves end-to-end development, automation, testing, and governance of a multi-entity ServiceNow environment. You will drive migration from legacy ITSM tools and implement robust integration and CI/CD practices. 🗂️ Requirements: 5+ years ServiceNow development in production environments, Strong expertise in ITSM modules (Incident, Problem, Change, Service Catalog, Request, CMDB), Experience with ServiceNow SPM / Project Portfolio Management, Strong JavaScript scripting with Glide API, Business Rules, Script Includes, UI Policies, Client Scripts, Experience with REST and SOAP integrations, Hands-on experience with MID Server and IntegrationHub, Experience with ATF automated testing, Experience with CI/CD pipelines, Understanding of OOB-first implementation principles, ServiceNow Certified System Administrator (CSA) or equivalent, Experience working in agile delivery environments, Knowledge of platform governance and sustainable customization practices 📃 Skills: ServiceNow, ITSM, SPM, JavaScript, GlideAPI, REST, SOAP, MIDServer, IntegrationHub, ATF, CICD, CMDB, ServiceCatalog, Incident, Problem, Change, Request, Demand, Portfolio 🏢 Description: About our Team: Our team is responsible for the ServiceNow platform, acting as the central hub for expertise and support for Market Units and IT departments across the organization. We focus on IT Service Management (ITSM) and Strategic Portfolio Management (SPM), ensuring the platform runs reliably, scales with business needs, and continuously evolves to support the organization’s growth. Role Purpose: We are looking for a hands-on Senior ServiceNow Engineer to join our ServiceNow chapter and drive platform consolidation, strengthen our Strategic Portfolio Management (SPM), and modernize integrations. This is not a maintenance role - you will design, build and operate solutions that directly impact thousands of users and key business processes. You will help shape a scalable and well-governed ServiceNow platform across multiple business entities, support the migration from legacy ITSM tools to ServiceNow as the single platform of record and contribute to simplifying and improving the integration landscape. Key Responsibilities: Design, configure and develop solutions across ITSM modules (Incident, Problem, Change, Request, CMDB) and SPM modules (Demand, Resource, Project & Portfolio Management) Build custom applications, flows, and automation using low-code tooling and JavaScript/Glide API Architect and implement integrations with enterprise systems (monitoring, HR, finance, DevOps) via REST, MID Server, and IntegrationHub; reduce existing integration debt Own end-to-end testing including ATF automated test suites and quality gates within CI/CD pipelines Design platform automation: event-driven workflows, scheduled jobs, SLA management, and notifications Operate within agile squads across the full delivery lifecycle Platform governance and sustainable customization practices Your Skills: 5+ years hands-on ServiceNow development and configuration in production environments Deep expertise across ITSM modules: Incident, Problem, Change, Service Catalog, Request, CMDB Proven experience with ServiceNow SPM/Project Portfolio Management Strong JavaScript scripting: Glide API, Business Rules, Script Includes, UI Policies, Client Scripts Understanding of OOB-first implementation principles Solid experience with integration patterns: REST, SOAP, MID Server, IntegrationHub Hands-on ATF experience and strong testing/QA discipline ServiceNow Certified System Administrator (CSA) or equivalent Experience in agile, cross-functional delivery environments Platform governance and sustainable customization practices Ideally, you also have: ServiceNow CIS certification in ITSM or SPM/ITBM Exposure to ITOM capabilities such as Discovery, Service Mapping, or Event Management is beneficial. Experience with PLANTA or comparable PPM tooling Familiarity with cloud infrastructure (AWS, Azure, GCP) in a platform ops context CI/CD tooling experience (Jenkins, GitLab CI, GitHub Actions) applied to ServiceNow delivery Experience with event-driven architecture, microservices, or API gateway patterns You will thrive here if you: Solve complex problems with elegant solutions, not workarounds Stay ahead of ServiceNow platform releases and evolving best practices Think upstream and downstream before you build Communicate clearly with both technical and non-technical stakeholders in distributed agile teams Thrive in fast-moving environments with competing priorities and incomplete information What you can expect from us: We want to provide you with everything you need to succeed. To do that, we offer a bunch of benefits (depending on the type of contract chosen). Paid time off: Enjoy 30 paid days off per year. Flexible benefits budget: Additional budget that can be used for both personal or professional development. Comprehensive medical coverage: Full private healthcare for you and your family, including rehabilitation, psychotherapy, and dental services. Home office allowance: Support for a comfortable and productive remote work setup. Work from anywhere in Poland: Freedom to work remotely with the option to access our modern office in central Warsaw. You could expect occasional travels to Switzerland. Recruitment Process Overview: 45min video call with our recruiter. 1h Technical Video Call. 1h video call with Project Lead. Join us in shaping the future of insurance at Helvetia Baloise Group where in a dynamic, global team setting, you’ll have the freedom to bring your ideas to life and work alongside experts to solve demanding technical challenges.

🏢 Summary: Long-term hybrid role focused on administering, stabilizing, and continuously improving the ServiceNow platform in a secure, enterprise environment. The position involves configuration, integrations, incident support, and ensuring platform quality and compliance. Ideal for experienced ServiceNow professionals with strong governance and security awareness. 🗂️ Requirements: 5+ years of professional IT experience, 2+ years experience as ServiceNow Administrator, Hands-on ServiceNow administration and configuration, Knowledge of ServiceNow product portfolio and ITSM processes, Experience with requirements analysis and project support, Experience with system integrations, Understanding of complex IT systems interoperability, Knowledge of IT security standards, Experience creating technical documentation and SOPs, ServiceNow CSA certification, ServiceNow CAD certification or equivalent, English level B2 minimum, EU citizenship, Residence in Poland 📃 Skills: ServiceNow, ITSM, REST, SOAP, SSO, LDAP, WebServices, CSA, CAD, ITIL, BCMS 🏢 Description: Join a long-term international and public project where you will be responsible for the administration, stability, and continuous improvement of the ServiceNow platform in a secure, enterprise environment. This role is ideal for someone who combines strong technical expertise with a structured, quality-focused approach to platform management. Project information: Type of project: IT services Office location: Warszawa, plac Europejski Work model: Hybrid - 60% onsite Budget: 140-180 PLN net/h - b2b (depending on seniority level) Project language: English Project length: Long-term Only candidates with citizenship in the European Union and based in Poland Start date: ASAP (depending on candidate's availability) Your responsibilities Administer and maintain the ServiceNow platform, ensuring stability, performance, and security Configure and optimize ServiceNow modules (including ITSM and others) Analyse requirements and support implementation of new functionalities Ensure proper integration with external systems (REST, Web Services, SSO, LDAP) Maintain platform consistency, alignment, and configuration quality standards Support incident resolution, troubleshooting, and system improvements Create and maintain technical documentation, SOPs, and knowledge base articles Contribute to gap analysis and continuous improvement initiatives Support BCMS-related activities, including documentation and process alignment Collaborate with technical teams and stakeholders across the organization We pay attention to candidates who have 5+ years of professional IT experience, including 2+ years in a ServiceNow Administrator role Hands-on experience in ServiceNow administration and configuration Strong knowledge of ServiceNow product portfolio and Service Management processes Experience with requirements analysis and project support Knowledge of integration technologies (REST, SOAP, SSO, LDAP, Web Services) Understanding of complex IT systems and their interoperability Familiarity with IT security standards Experience in creating technical documentation and SOPs Strong analytical skills, attention to detail, and problem-solving mindset Good communication skills and English at min. B2 level Certifications (required) ServiceNow Certified System Administrator (CSA) ServiceNow Certified Application Developer (CAD) or equivalent Nice to have Experience with ServiceNow on-premise environments Experience in solution design or architecture support Exposure to process standardization and governance initiatives We offer Hybrid work model (Warsaw – approx. 60% onsite) Long-term cooperation Opportunity to work in a secure, enterprise-scale environment Collaboration with international teams and stakeholders Real impact on platform stability, governance, and improvement Private medicale care, MultiSport Card, life insurance Additional information Security clearance required (EU CONFIDENTIAL – initiated within first 45 days)

🏢 Summary: Long-term Hosting Service Owner role focused on managing global Cloud and Server environments to ensure SLA compliance, operational excellence, and cost efficiency. The position involves governance, vendor and team management, disaster recovery, and optimization of the hosting estate. The role supports service transition, capacity planning, and alignment with ITIL-based operational processes in a hybrid work model. 🗂️ Requirements: Proven experience in IT Operations with global service delivery exposure, Experience managing Cloud and Server environments, Experience with SLA management and operational performance governance, Experience with ITIL processes and IT service management frameworks, Budget management experience including FinOps and Cloud cost control, Experience managing third-party vendors and outsource agreements, Experience leading distributed technical teams, Experience with disaster recovery and capacity planning, Experience with IT asset and software management tools, European Union citizenship, Residence in Poland 📃 Skills: Cloud, Servers, ITIL, FinOps, SLA, ITSM, Governance, DisasterRecovery, CapacityPlanning, VendorManagement, AssetManagement 🏢 Description: In Cyclad we work with top international IT companies in order to boost their potential in delivering outstanding, cutting-edge technologies that shape the world of the future. We are seeking a highly experienced Hosting Service Owner to join a remote development team. This role focuses on managing the global Cloud and Server estate, ensuring operational excellence, cost efficiency, and SLA compliance across the hosting environment. The candidate will collaborate closely with IT Infrastructure leadership, application teams, and third party vendors to deliver a robust, scalable hosting service. Project information: Type of project: IT services Office location: Poland, Kraków Work mode: Hybrid, 2 days at the office Budget: 140-165 PLN net/h - b2b Project length: Long-term Only candidates with citizenship in the European Union and residence in Poland Start date: ASAP (depending on candidate's availability) Project scope: Manage and oversee global hosting operations, including Cloud and Server environments Ensure operational performance meets agreed SLA targets and business expectations Build and maintain strategic relationships with key third-party suppliers Manage nearshore and offshore teams to deliver consistent hosting services Oversee third party outsource agreements to ensure quality, reliability, and cost efficiency Maintain operational expenditure forecasting and support recharge of services to internal customers Contribute to technical governance and ensure compliance with IT policies, frameworks, and ITIL processes Attend Change Approval Board meetings to ensure alignment and governance Develop, maintain,and review internal technical processes and procedures for the hosting service Support technology rationalization, consolidation, and optimization initiatives across regions Ensure appropriate technical oversight and governance across Cloud & Server estate Drive consistency in processes, governance, and tooling across IT operations, application teams, and engineering teams Oversee service transition to IT operations for any implementations and service delivery execution Collaborate with architecture and PMO functions to ensure operationally supportable technology with gap analysis on contracts Lead cost optimization initiatives while maintaining operational stability Manage IT software and asset management tools used by the hosting service Advise and guide vendor management during contract renewals, benchmarking, and validation of quotes Run service reviews in partnership with Vendor Management to ensure SLA compliance and continual service improvement Own disaster recovery, service availability, and capacity planning for the hosting service Act as escalation point for hosting service operations Requirements: Previous experience in IT Operations, with global service delivery exposure Budgetary experience with commercial awareness, including FinOps and Cloud technology roadmaps Excellent IT people management skills,with experience managing teams across multiple locations (1-3 direct/indirect reports) Strong ability to manage relationships with internal IS and business stakeholders Excellent analytical skills to translate technical details into service language Engaging, articulate, and able to influence across global IT and business stakeholders Prepared to work flexible hours and undertake international travel as required Strong communication skills, both written and oral We offer: Challenging position in global environment Hybrid working model Full-time job agreement based on b2b (UoP can be considered) Private medical care with dental care (covering 70% of costs) Multisport card (also for an accompanying person) Life insurance

🏢 Summary: The role involves managing and supporting CAD and PLM applications to ensure stable global operations and efficient IT transitions. It focuses on 2nd line incident resolution, functional analysis, testing, and maintaining application documentation. The position requires close collaboration with IT teams and business users in a remote B2B setup. 🗂️ Requirements: 2–3 years of experience in IT environment, Experience with CAD and PLM applications, Experience in 2nd line incident support, Hands-on experience with ITSM tools, Ability to perform functional requirements analysis, Experience in application testing, Bachelor’s degree or equivalent, Fluency in English 📃 Skills: CAD, PLM, ITSM, BMC, ITIL, Testing, Documentation, Engineering 🏢 Description: Working mode: Remote Contract type: B2B Salary rate: 160 PLN/h Summary: The Functional Application Manager role focuses on managing CAD and PLM applications, crucial for supporting global operations and driving IT transition efforts. Main Responsibilities: Fast and effective 2nd line incident resolution using the BMC ITSM tool. Collaboration with other IT departments and business key users to resolve complex issues. Timely delivery of service requests. Functional requirements analysis. Conducting test activities for changes and projects. Maintaining up-to-date application documentation for IT and business users. Key Requirements: Minimum of 2-3 years' experience in an IT environment, preferably in offshore or engineering sectors. Bachelor's degree or equivalent ability. General engineering understanding along with knowledge or keen interest in IT. Fluency in English (verbal and written). Strong customer relationship skills. Ability to work under pressure and manage tight deadlines. Flexible working hours, including potential evening or weekend work. Nice to Have: Experience in a global business environment. Demonstrated ability to communicate effectively at various organizational levels. Proactive identification of opportunities for service quality improvement. Willingness to travel occasionally as part of the role. Other Details: Location: Rotterdam, the Netherlands Team Structure: Part of the CAD PLM Team Company Overview: Operates globally across various industries. Sector focus: Offshore wind, geothermal, oil & gas, and civil industries. Tools/Methodologies: BMC ITSM tool for incident management.

🏢 Summary: Hybrid Operations Lead role focused on leading ServiceNow Discovery and Configuration Management initiatives, driving platform optimization and process improvement across global IT operations. The position combines strategic oversight and hands-on technical leadership to enhance CMDB, integrations, automation, and data quality within the ServiceNow ecosystem. 🗂️ Requirements: 6+ years experience in IT operations quality control, process improvement, and compliance, Experience managing ServiceNow Discovery and CMDB operations, Hands-on experience with ServiceNow platform configuration and core functionality, Experience with integrations and Integration Reconciliation Engine (IRE), Experience implementing and managing CSDM, Experience managing ITSM processes (Incident, Problem, Change, Release), Experience leading technical teams and global projects, Experience with data quality, data architecture, and data certification management 📃 Skills: ServiceNow, CMDB, Discovery, IRE, IntegrationHub, ServiceGraph, CSDM, ITSM, ITAM, GRC, ITBM, SecurityOperations, Scripting, BusinessRules, UIActions, ScheduledJobs, ITIL, PerformanceAnalytics 🏢 Description: SNOW - Ops Lead (Hybrid, Bucharest) ServiceNow IT Services Platform Configuration Management Lead Location: Bucharest, Romania Responsibilities The Operations Team is responsible for serving as a strategic business partner across IT and other functional units as well as the lines of service. The primary focus of this team is to identify trends in performance of qualitative and quantitative data related to IT Operations / Discovery and propose innovative solutions/services to IT leadership and business stakeholders. Job Requirements and Preferences Basic Qualifications Minimum Years of Experience: 6 years of relevant experience in progressive roles managing IT operations quality control, process improvement, and compliance. Key Responsibilities Collaborate on Discovery product strategy & oversee its tactical execution. Coordinate responses to key stakeholder demands for Discovery results, including NIS / GHS / NGC / TechOps. Accountability for inspection & continuous improvement for performance of Discovery schedules, integrations, plugins, upgrades, etc. Preferred Qualifications Degree Preferred Bachelor’s Degree Preferred Fields of Study Information Technology Certification(s) Preferred ServiceNow: CSA, CAD, CIS - Event Management, IT Service Management, Discovery CAS - Performance Analytics ITIL Foundations v4 or higher certification Preferred Knowledge / Skills: Demonstrates intermediate level abilities and/or a proven record of success as a team leader in the following areas: Managing a large-scale, world-class Service, Asset, and Configuration Management scope for a global customer base. Demonstrating experience with successfully managing day-to-day operations and improvement projects for CMDB, Discovery, Integration Reconciliation Engine (IRE), IntegrationHub, Service Graph, IT Asset Management, Data Certification, and ServiceNow platform core functionality (scripting, business rules, UI actions, scheduled jobs, etc). Managing data certification module and schedules for a variety of stakeholders. Implementing Common Services Data Model (CSDM) v3 preferred. Enabling automated processes that enable and improve Security Operations, Front and Back office operations, IT Service Management, IT Business Management, and Governance Risk and Compliance (GRC). Creating solutions that mature and optimize the platform, reduce manual overhead, and drive measurable process improvements for Change, Problem, Incident, Release, Service Availability reporting, Event and Alert automation. Leading an indirect/direct team for process improvement initiatives that enhance data architecture, data quality and data hygiene. Acting as technical lead on global transformational projects within a rapidly changing environment. Owning the enablement of digitization and business process automation on the ServiceNow platform in an enterprise environment. Contributing to mature and robust configuration management plan, procedures and standards. Developing and delivering impactful presentations and written communications. Possessing the ability to provide training or consultation on area of specialization in support of industry leading practices and strategies for the ServiceNow platform, tooling and integrations that optimize the platform and deliver value. Working in and managing ambiguity including dealing effectively with issues that do not always have a process, system or solution in place. Working globally in a high-tech environment, including global delivery. Displaying abilities as a technical leader, taking initiative and setting priorities independently. Additional Information Opportunity for remote work. Occasional travel may be required. Office-based work: approximately 40%. 📩 If you’re interested and meet the qualifications, please send your CV to Alina Pchelnikova at alina.pchelnikova@dcvtechnologies.co.uk