ITSM Expert - Service Improvement Specialist

As part of the role requirements, the candidate is expected to attend the Warsaw hub each Wednesday.

Position Summary

The Service Improvement Specialist is responsible for driving operational excellence, service quality, governance, and continuous improvement initiatives within the Server Platform team. The role acts as a bridge between operational Windows and Linux teams, management, architecture, process owners, and key stakeholders to ensure that incidents, problems, changes, audits, knowledge management, and improvement activities are effectively managed and translated into measurable business value.

Key Responsibilities

• Drive Continuous Service Improvement initiatives across Server Platform teams (Windows and Linux).
• Maintain and improve improvement backlogs, prioritization models, governance routines, and reporting.
• Coordinate review meetings and follow up on agreed actions, owners, and deadlines.
• Analyse operational trends to identify opportunities to reduce incidents, improve efficiency, strengthen compliance, and mitigate operational risk.
• Lead or coordinate Root Cause Analysis activities for major incidents and recurring operational issues.
• Document findings, contributing factors, corrective actions, lessons learned, and preventive measures.
• Review and improve operational processes, SOPs, standards, and governance controls.
• Ensure alignment with ITSM, Change Management, Quality, compliance, and audit requirements.
• Support audit readiness activities, evidence collection, and follow-up on findings or observations.
• Review and maintain operational documentation, knowledge articles, SOPs, and guidance materials.
• Enable knowledge sharing across global infrastructure operations teams and ensure critical operational knowledge is captured in standard repositories.
• Work closely with operations managers, team leads, architects, service owners, process owners, and technical specialists.
• Communicate recommendations, risks, decisions, lessons learned, and process changes clearly to stakeholders.

Key Requirements

• IT Service Management and ITIL practices.
• Problem Management and Root Cause Analysis.
• Change Management and operational governance.
• ServiceNow, CMDB, and Knowledge Management.
• Azure DevOps or similar backlog and workflow tools.
• Server Operations processes across Windows, Linux, private cloud, and related infrastructure services.
• Reporting, analytics, data quality, and operational performance management.
• Analytical thinking and structured problem solving.
• Continuous improvement mindset.
• Strong documentation and communication skills.
• Stakeholder management and cross-functional coordination.
• Ability to challenge existing processes constructively and drive adoption of improved ways of working.

Nice to Have

• Experience from infrastructure operations, server operations, IT service management, or a similar enterprise IT environment.
• Experience coordinating incident follow-up, RCA, process improvement, audit readiness, or governance activities.
• Experience with Microsoft Office, PowerPoint, Power BI, and other tools used for data visualization.
• Familiarity with regulated or quality-focused environments is an advantage.