Manager SysOps

Operations and Service Reliability:* Oversee the daily operations of enterprise service technologies, ensuring availability, performance, and reliability targets are consistently met.* Lead incident, problem, and change management processes, driving rapid resolution and root-cause remediation across platforms and integrations.* Monitor and report on operational health metrics, proactively identifying and resolving risks before they impact the business.Delivery and Execution:* Manage the execution of platform enhancements, automation initiatives, and integration work across ServiceNow, Azure API Management, and enterprise applications.* Translate the platform roadmap into actionable delivery plans, coordinating priorities, timelines, and resources across teams.* Ensure delivered solutions are fit for purpose, follow best practices, prioritize out-of-the-box functionality, and are built for enterprise scale.Team Leadership:* Lead and develop a team of operations and delivery staff, fostering accountability, growth, and day-to-day engagement.* Set clear performance expectations, provide coaching and regular feedback, and support the development of team members.* Provide technical and operational guidance to administrators, developers, integration engineers, and analysts.Governance and Compliance:* Enforce platform and operational governance policies and procedures to ensure compliance with relevant regulations and standards.* Drive documentation, training, and ongoing refinement of operational standards, runbooks, and application monitoring.* Maintain disciplined intake, ownership, and handoff processes across platforms and integration teams.Stakeholder Management:* Collaborate with business leaders, IT teams, and end-users to understand operational needs and ensure platforms address them.* Work with service owners and architecture teams to surface opportunities for simplification and reuse.Innovation and Improvement:* Identify opportunities to leverage new features, automation, and AI capabilities to improve efficiency and the user experience.* Champion continuous improvement, reducing manual effort and operational toil through automation.Budget and Performance:* Provide input to budget planning and resource allocation for operations and delivery, and help identify cost savings.* Define and track key performance indicators (KPIs) to measure operational success and identify areas for improvement.

* Strong understanding of ITSM and ITIL frameworks.* Proven ability to lead and motivate a team, manage day-to-day delivery, and drive operational results.* Experience directly supervising a technical team, including hiring, coaching, and performance management.* Working knowledge of ServiceNow, cloud and API operations (Azure preferred), and enterprise application integrations.* Able to work independently and enjoy a high degree of interaction with team members.* Ability to contribute to a collaborative environment by consistently demonstrating teamwork, high motivation, positive behavior and effort to achieve goals and objectives.* Self-motivated and driven.* Effective written and verbal communication, including the ability to actively listen with all levels of the organization.* Outstanding problem solving and customer service skills.* Excellent time management and prioritization skills.* Attention to detail and commitment to a high level of accuracy.* Ability to multitask, prioritize, work independently, and use discretion surrounding sensitive and confidential data and information.* Ability to maintain a professional demeanor and positive attitude.Education and Experience* Bachelor's degree or equivalent work experience in a relevant field.* ServiceNow System Administrator certification or equivalent platform expertise preferred.* Minimum 3 to 5 years of experience in IT operations or service delivery, preferably in a shared services environment.* Minimum 2 years of experience in a supervisory or team-lead capacity.* Experience operating or supporting ServiceNow, cloud/API platforms, or enterprise application integrations.* Experience with Microsoft Office Suite including Word, Excel, Power Point, Outlook, SharePoint.

• Private healthcare package with Luxmed
• Life insurance with Unum
• MyBenefit cafeteria platform
• Hybrid work model - 3 times per week from the office in Gdańsk (after completing 3m probation period working 4 times per week from the office)
• Relocation support for selected roles - we'll help make your move to Gdańsk easy with financial relocation assistance tailored to you or your family
• Competitive compensation that reflects your impact
• Real career growth and learning opportunities within a global organization