Service & Operations Manager (m/f/d) – Managed Services

🏢 Summary: Senior operational role combining Incident Manager and Help Desk Manager responsibilities, owning the full Incident Management process and overseeing Level 1 support. The position focuses on escalation management, SLA adherence, service quality improvement, and implementation of best practices using ServiceNow. It includes governance, coordination with application support teams and AMS providers, and continuous process improvement. 🗂️ Requirements: Proven experience in incident management, Experience managing Level 1 support operations, Experience with incident escalation processes, Experience with ServiceNow or similar ITSM tools, Knowledge of SLA management, Process ownership and governance experience, Experience coordinating with application support teams, Ability to manage incident handling under pressure 📃 Skills: ServiceNow, ITIL, SLA, ITSM, IncidentManagement, HelpDesk, L1Support, L2Support, AMS 🏢 Description: This is a senior operational role combining Incident Manager and Help Desk Manager responsibilities. The person will act as the main point of ownership for Incident Management , including process definition, escalation handling, and service quality improvement. What we offer: B2B Contract Flexible rate 3 days in office Krakow, 2 days from home Main Responsibilities Act as Incident Manager and Help Desk Manager Manage and oversee Level 1 support , including: Handling and monitoring incoming incidents Ensuring proper escalation from L1 to Level 2 when required Coordinate incident resolution with: Application support teams AMS provider Own and manage the Incident Management process Serve as Process Owner , responsible for governance and continuous improvement Define and implement best practices using ServiceNow Ensure high-quality incident handling and SLA adherence Key Requirements Proven experience in incident management Strong leadership and management skills Excellent communication and collaboration abilities Experience with ServiceNow or similar Incident Management tools Knowledge of SLA management Ability to perform under pressure Nice to Have ITIL certification Experience with Level 2 support Knowledge of application support processes Previous experience with process improvement initiatives Other Details This role involves oversight responsibilities and budget management within the incident management domain. The position also supports organizational growth and includes participation in team expansion efforts.

🏢 Summary: Leadership role responsible for managing day-to-day operations of a high-density data center supporting GPU-based AI workloads. The position oversees critical facility infrastructure including power, cooling, hardware operations, and site reliability to ensure high availability and minimal downtime. It combines operational team management with ownership of maintenance, incident response, and infrastructure performance. 🗂️ Requirements: 8+ years in data center operations or critical facilities, 4+ years in people management or supervisory role, Experience managing mission-critical high-availability environments, Strong knowledge of data center electrical and mechanical infrastructure, Experience with power, backup, and cooling systems, Experience managing 24/7 shift-based teams, Experience with preventive and corrective maintenance programs, Familiarity with DCIM and BMS tools, Experience leading incident response and root cause analysis, Ability to coordinate cross-functional infrastructure operations, English proficiency (communicative level) 📃 Skills: DCIM, BMS, UPS, Generators, PDU, HVAC, Cooling, Networking, GPU, NVIDIA, HPC, PUE, WUE, Monitoring, FireSuppression, Electrical, Mechanical 🏢 Description: About the role We are looking for a Site Operations Manager to lead the day-to-day operations of a high-density data center environment supporting GPU infrastructure for AI workloads. This role combines operational leadership with ownership of critical facility infrastructure, including power, cooling, hardware operations, and site reliability. You will be responsible for managing on-site teams, maintaining operational continuity, and ensuring the data center runs safely, efficiently, and with minimal downtime. Responsibilities Lead, mentor, and manage a 24/7 site operations team, including facilities technicians, operations engineers, and support staff Oversee day-to-day site operations and ensure high availability of critical infrastructure, including power, cooling, networking, and hardware environments Manage preventive and corrective maintenance programs for electrical and mechanical systems, including UPS, generators, PDUs, cooling systems, fire suppression, and building management systems Monitor and improve operational metrics such as PUE, WUE, energy consumption , and overall site efficiency Lead incident response, emergency procedures, root cause analysis, and post-incident improvement activities related to facility operations Work closely with DevOps/SRE, Networking, and AI/ML teams to support hardware deployments, maintenance windows, and infrastructure growth Manage relationships with external vendors and contractors, including service delivery, SLAs, spare parts availability, and on-site execution Ensure compliance with safety standards, environmental regulations, internal procedures, and security requirements Manage the site operations budget, control operating costs, and identify opportunities to improve processes, automation, and monitoring Support data center commissioning, infrastructure upgrades, and expansion projects as the organization grows Requirements 8+ years of experience in data center operations, critical facilities, or site operations management At least 4 years of experience in a people management or supervisory role Proven experience managing mission-critical environments with high availability requirements Strong technical knowledge of electrical and mechanical infrastructure used in data centers Experience with power systems, backup systems, cooling infrastructure, and facility maintenance processes Experience managing 24/7 shift-based teams and supporting on-call or incident response models Familiarity with DCIM, BMS , and real-time facility monitoring tools Ability to coordinate cross-functional operational work in a fast-paced production environment Good organizational, leadership, and communication skills English proficiency at least at a communicative level is required, as you will be working in an international team Nice to have Experience in AI infrastructure, GPU-focused data centers, HPC environments, or hyperscale facilities Experience with liquid cooling systems Familiarity with NVIDIA GPU hardware , high-performance networking, or AI infrastructure operating requirements Experience with high-density environments, including deployments above 50 kW per rack Certifications such as CDCP, CDCS, CMRP , or similar data center / facilities credentials Experience working with EPC contractors during construction, fit-out, or commissioning phases Higher education in Engineering, Facilities Management, or a related technical field What we offer Benefits package Opportunity to lead operations in a modern, high-performance data center environment Real impact on the reliability, efficiency, and operational standards of infrastructure supporting advanced AI workloads Collaboration with experienced teams across infrastructure, engineering, and operations A dynamic environment with room for ownership, process improvement, and professional growth

🏢 Summary: Leadership role responsible for defining and executing the digital workplace strategy within the Microsoft 365 ecosystem, combining strategic oversight with operational management. The position oversees collaboration platforms, endpoint management, and IT asset management while ensuring secure, stable, and high-performing services. The role includes leading international teams and driving continuous improvement of digital workplace services. 🗂️ Requirements: 5+ years of experience in IT service management, Experience leading technical teams across multiple locations, Proven expertise in Microsoft Endpoint Management (Intune, SCCM), In-depth knowledge of Microsoft 365 collaboration platforms, Strong knowledge of endpoint and device management, Experience with IT asset management, Experience working in ITIL-aligned environments, Fluent English (written and spoken) 📃 Skills: M365, Intune, SCCM, SharePoint, OneDrive, Teams, ITIL, EndpointManagement, DeviceManagement, VirtualDesktops, AssetManagement, Adobe 🏢 Description: Step into a key leadership role as the M365 Workplace Manager (all genders), where you will blend strategic vision with hands-on operational expertise. You will shape the future roadmap and drive initiatives that elevate our digital workplace, while ensuring seamless, stable system performance and high-quality, transparent change management. In this role, you will lead diverse workplace teams across Europe and global locations including China, Malaysia, Poland, Switzerland, and the US. You’ll hold strategic responsibility for collaboration platforms such as SharePoint, OneDrive, and Teams, as well as endpoint management covering notebooks, mobile devices, and virtual desktops. Additionally, you will oversee the asset management team, owning critical applications like Adobe and Microsoft products. Key Tasks and Responsibilities: Lead the strategic planning and day-to-day management of all digital workplace services. Develop and implement a comprehensive digital workplace strategy encompassing device management, collaboration platforms, and IT asset oversight. Ensure the secure and reliable operation of devices such as laptops, mobile phones, and virtual desktops, while facilitating effective teamwork using Microsoft Teams, SharePoint, and OneDrive. Oversee IT asset management, including critical applications like Adobe and Microsoft products. Collaborate closely with global IT teams to align projects with business objectives and company standards. Drive continuous improvement by enhancing user experience, increasing service reliability, and encouraging broader adoption of digital tools. Monitor service performance, manage budgets prudently, and provide regular updates to leadership. Your profile: At least 5+ years of experience in IT service management with expertise in digital workplace technologies and leading the team. Proven experience in Microsoft Endpoint Management (e.g., InTune, SCCM). Excellent English skills (both written and spoken). In-depth knowledge of endpoint management and collaboration platforms, particularly within the Microsoft 365 (M365) environment. Strategic mindset with the ability to align technology initiatives closely with business objectives. Demonstrated leadership skills, including managing diverse teams across multiple locations. Strong communication skills to effectively support and coordinate with global teams. If you are passionate technology leader with a strong track record of delivering innovative solutions, a disciplined approach to ITIL-aligned processes, we invite you to apply! Our offer: Contract of employment [umowa o pracę], we are looking for a long term cooperation, Annual reward 💰, Hybrid work model, A diverse and inclusive workplace, Festive benefits paid in April and December, Medical care with basic dental package (Medicover), with possibility to extend to Damian Medical Center, Possibility to extend medical care to family members, Life insurance with possible extended scope, Sports card (Medicover), Language courses, A vast training offer to support your development🚀, Wellbeing activities, CSR, with space for your initiatives*, Discounts for meals and special offers at Platan Business Park. *We are focusing on entertainment and supporting your physical and mental health – check out our LinkedIn profile ! The recruitment process consists of the following steps: CV selection – we contact selected candidates Phone screening with a recruiter (approx. 15 min) Initial interview with the Manager or technical Expert (video conference, approx. 1 hour) F2F meeting at the office, video conference, or decision on the selection of the candidate and making an offer. The information obligation arising from Article 18 [3ca] of the Labor Code is fulfilled before establishing the employment.

🏢 Summary: Project Manager role responsible for leading end-to-end delivery of technology and workplace initiatives across multiple sites, ensuring successful deployment and transition to operations. The position focuses on managing full project lifecycles, coordinating cross-functional teams, and overseeing governance, budgets, and vendor engagement in a fast-paced environment. 🗂️ Requirements: Minimum 4+ years Project Management experience, Proven experience delivering technology or workplace projects, Experience managing full project lifecycle, Experience leading cross-functional teams, Strong stakeholder management skills, Experience with risk and issue management, Experience developing and managing project plans and schedules, Experience managing budgets, procurement and vendors, Ability to manage multiple concurrent workstreams, PMP or PRINCE2 certification (or equivalent) 📃 Skills: ProjectManagement, StakeholderManagement, RiskManagement, Budgeting, Procurement, Governance, Scheduling, Reporting, Infrastructure, Deployment, PMP, PRINCE2 🏢 Description: Overview We are seeking a Project Manager to lead the delivery of technology and workplace initiatives supporting the organisation’s programme. The successful candidate will be responsible for managing multiple site deployments, coordinating stakeholders, overseeing project delivery and ensuring successful transition into operational support. This is a hands-on project management role requiring strong delivery capability, stakeholder engagement skills and the ability to manage multiple workstreams simultaneously within a fast-paced environment. Key Responsibilities Lead the implementation of the strategy projects across multiple locations. Manage the full project lifecycle from planning and design through deployment, go-live and operational handover. Coordinate activities across business stakeholders, IT teams, facilities, vendors and third-party suppliers. Develop and maintain project plans, schedules, risks, issues and dependencies. Ensure effective stakeholder engagement and communication throughout the project lifecycle. Lead project governance activities, reporting progress, risks and key decisions to senior stakeholders. Manage project budgets, forecasts, procurement activities and supplier engagement. Coordinate site readiness, technology deployments, logistics and transition activities. Support post-go-live issue management and service stabilisation activities. Lead and coordinate project resources to ensure successful delivery and adherence to timelines. Essential Experience & Skills 4 years’ + Project Manager with proven delivery experience. Strong stakeholder management and communication skills. Experience leading cross-functional project teams. Demonstrated risk and issue management capability. Experience developing and managing project schedules and plans. Strong organisational, reporting and governance skills. Ability to manage multiple concurrent priorities and workstreams. Desirable Experience Experience delivering strategy for workplace transformation projects. Technology deployment, infrastructure or office relocation experience. Experience managing vendors, procurement and project budgets. PMP, PRINCE2 or equivalent project management certification. This role is based in Dublin, with 2 days a week onsite in their Dublin city center based office.

🏢 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

🏢 Summary: Remote Delivery Manager role in a large-scale IT transformation program, focused on designing and implementing end-to-end, KPI-driven delivery processes across multiple product teams. The position emphasizes data-driven governance, tooling standardization, and alignment between business expectations and execution. Engagement is until year-end with possible extension. 🗂️ Requirements: Proven experience as Delivery Manager or Agile Delivery Lead, Experience designing end-to-end delivery processes, Ability to define and implement KPI-based delivery frameworks, Experience in process discovery and optimization, Practical experience with Jira configuration and reporting, Experience defining delivery metrics and reporting models, Experience with tooling migration and standardization, Knowledge of governance models for prioritization and budgeting, Experience in data-driven delivery environments, EU citizenship 📃 Skills: Jira, AzureDevOps, KPIs, SLA, CAPEX, OPEX, Reporting, Governance, Agile, DataAnalysis 🏢 Description: Join an organization that designs and delivers innovative solutions, improving operational efficiency and employee purchasing power on a global scale. As a Delivery Manager, you will play a key role in shaping how value is delivered across multiple product teams within a large-scale transformation program. This role focuses on building transparent, data-driven delivery processes and ensuring alignment between business expectations and execution. Project details Industry: IT Services Office location: Poland Type: New transformation project Work model: Remote Budget: 130-140 PLN net /h - b2b Project length: to the end of the year, with an option of extension The job offer is available for candidates with citizenship in the European Union Start date: ASAP Your responsibilities Design and implement end-to-end delivery processes (from intake to release) across multiple teams Define and drive KPI-based delivery frameworks (e.g. lead time, cycle time, SLA adherence) Analyze current ways of working and identify gaps, inefficiencies, and inconsistencies Translate business reporting needs into practical processes and tooling setup Collaborate with Product, Technology, and Business teams to ensure aligned delivery practices Support and guide Jira configuration (structure, workflows, reporting fields, CAPEX/OPEX tracking) Ensure data quality and consistency at the source to enable reliable reporting Lead or support tooling standardization and migration initiatives (e.g. Azure DevOps to Jira) Define and implement governance models for prioritization, budgeting, and delivery tracking Drive change management and adoption of new processes across teams Communicate effectively with stakeholders and ensure transparency of delivery performance We pay attention to candidates who have Proven experience as a Delivery Manager / Agile Delivery Lead / Transformation Lead Strong analytical mindset with the ability to design processes starting from business KPIs Experience in process discovery, assessment, and optimization Practical knowledge of Jira setup and reporting structures Experience in defining and implementing delivery metrics and reporting models Background in data-driven delivery environments and governance frameworks Experience with tooling migrations and standardization across teams Strong stakeholder management and communication skills Experience in change management and driving adoption across organizations We offer Opportunity to shape delivery model across a complex, multi-team organization High-impact role within a large-scale transformation program Work in a data-driven, KPI-focused environment Collaboration with international stakeholders across business and technology Real influence on processes, tools, and ways of working

🏢 Summary: IT Operations Specialist role focused on supporting production systems, ensuring stable and secure software releases, and handling incident management in collaboration with development and release teams. The position involves monitoring, troubleshooting, and maintaining microservices-based environments using modern DevOps and containerization technologies. 🗂️ Requirements: Experience with Docker, Experience with Kubernetes, Experience with CI/CD tools (Jenkins), Experience with GitHub or Bitbucket, Hands-on experience with Kafka, Basic knowledge of SQL, Knowledge of LDAP, Kerberos, JWT, Knowledge of OpenSSL and keytool, Understanding of HTTPS, Experience with Splunk, Experience with Prometheus, InfluxDB, or Grafana, Understanding of microservices architecture 📃 Skills: Docker, Kubernetes, Jenkins, GitHub, Bitbucket, Kafka, SQL, LDAP, Kerberos, JWT, OpenSSL, keytool, HTTPS, Splunk, Prometheus, InfluxDB, Grafana, Microservices, PostgreSQL 🏢 Description: Job Description: We are looking for an IT Operations Specialist to support the maintenance and delivery of systems in a production environment. The role involves close collaboration with development and release teams to ensure stable and secure system operations. Responsibilities: Supporting Release Management in delivering software to the production environment Monitoring, investigating, and resolving issues in production systems Handling incidents and performing root cause analysis (RCA) Acting as L2 support for incident management Requirements (must-have): Experience with Docker and Kubernetes Familiarity with CI/CD tools such as Jenkins Experience with code repositories: GitHub or Bitbucket Hands-on experience with Kafka Basic understanding of SQL Knowledge of authentication and authorization mechanisms (LDAP, Kerberos, JWT) Understanding of cryptography tools (OpenSSL, keytool) Knowledge of secure communication protocols (HTTPS) Experience with logging tools (Splunk) Familiarity with monitoring and alerting tools (Prometheus, InfluxDB, Grafana) Understanding of microservices architecture Good interpersonal and communication skills Nice to have: Experience with PostgreSQL What we offer: Opportunity to work with modern technologies Involvement in large-scale, impactful projects Professional growth and development opportunities Collaboration within an experienced and supportive team