IT Service Manager (Mainframe) | f/m/d

About the role

As a Service Manager, you will gain a holistic overview of the technology landscape and collaborate with many units across the global IT organization. You will be involved early in the resolution of operational disruptions, drive root cause analysis, and deliver sustainable service improvements.

How you will get the job done

• Be responsible for global end-to-end IBM mainframe services.
• Ensure the availability, integrity, and performance of existing mainframe solutions.
• Operate and enhance the IBM mainframe platform.
• Manage integrations with several vendors.
• Oversee service delivery in cooperation with external service providers.
• Manage incidents, problems, and changes in line with ITIL processes.
• Prepare and maintain documentation, reports, and dashboards for technical and management audiences.
• Ensure compliance with local and international regulatory requirements, including GDPR, DORA, data-retention laws, and industry standards.
• Support internal and external audits by preparing documentation and evidence.
• Provide consulting and guidance to stakeholders on mainframe strategies.
• Enable service restoration, including classification, prioritization, and documentation of major incidents, by driving task forces and communicating results according to global process guidelines.
• Track delivery issues and mitigating actions across IT services, IT providers, and other IT units, based on incident and problem records.
• Manage and monitor operational key metrics, including SLAs and KPI trends, and identify adjustments from a customer and user perspective.

Skills and experience you will need

• Fluency in English.
• University degree in IT or business information management, or equivalent qualification.
• Strong expertise in IBM mainframe solutions.
• 5+ years of experience delivering results in a fast-paced, global, and regulated business environment.
• 3+ years of experience managing external service providers.
• Broad operational experience in major incident and problem management in a global IT environment.
• Good understanding of data-protection laws, regulatory frameworks, and compliance standards.
• Practical knowledge of change management processes.
• Sound IT infrastructure experience and a quality- and results-oriented approach.
• ITIL certification, or readiness to pursue it with support.
• Flexibility, curiosity, creativity, openness to new ideas, and the ability to propose innovative solutions.
• Excellent collaboration and communication skills for working with senior leaders, stakeholders, and executives and building business relationships.
• Practical project management experience.
• Ability to think in a global, meta-organizational, networked manner.

Perks & Benefits

Let's be healthy

Medical package, sports card, and numerous sports sections to support employee wellbeing.

Let's be balanced

Flexible working hours, a confidential employee assistance program, remote-work options, an in-office gaming room, and a dog-friendly office in Warsaw.

Let's be smart

Workshops, training courses, hackathons, meetups, digital learning platforms, and language courses.

Let's be responsible

Opportunities to participate in annual CSR activities.

Let's be fun

Company-wide bike races, soccer matches, film marathons in a cinema room, and team-building activities.

Let's be diverse

An inclusive workplace that values every team member regardless of gender, nationality, religious beliefs, disability, age, sexual orientation, or identity. Qualifications, experience, and mindset are valued.