HRO Recruitment is a specialist traditional recruitment business. HRO Recruitment is a brand of HRO Personnel Sp. z o. o. HRO Personnel is a Human Resources service provider operating under number 6696.
We are working as a recruitment provider searching on our Client's behalf for a person in the following role:
Digital Service Manager
Location: Kraków
Key Accountabilities:
Work with DevOps enabled cross-functional teams to support best practice incident and problem management, change and release management and monitoring, logging and alerting for both production and non-production environments
Producing DevOps and Service Management metrics and reports
Strong relationship skills within a previous Service Delivery function with the ability to communicate at all levels
Assist cross-functional teams with problem management and retrospectives
Assist cross-functional teams with change and release management – the path to live
Ensure effective end-to-end service delivery of services through day-to-day interaction with established IT and Product teams
Support the cross-functional teams with the transition to live – service acceptance process
Ensure the IT Service is meeting expectations
Act as primary co-ordination point for service issues escalated by external support teams
Driving incident resolution – technology or process, across technology teams, stakeholders and management where required. Being accountable for the Service Excellence and Problem Management processes
Support adherence to group standards – Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification
Ensure that cross functional teams are aware of changes to the control landscape within HDS and that any changes to service architecture and design as a result of changes to the control landscape are incorporated in the project backlog of the relevant service
The ideal candidate will have a deep understanding of at least one of the following areas of Service Management, (service recovery, incident and problem management, change and release management, service transition), combined with an understanding of DevOps
Requirements:
Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management
Fantastic experience with ALM tooling such as App Dynamics, New Relic, Splunk, and Jira
Previous technical background with the ability to drive conversations around technology stacks
A proven track-record of developing and delivering service improvements
Proven and extensive experience of service management & application production support with knowledge of service recovery, incident and problem management, IT Service Acceptance and Path to Live processes
Experience using service management, service monitoring, knowledge management, communication and workflow tools e.g Confluence, Jira Service Desk, etc.
Experience working in a DevOps environment
Availability to undertake travel both domestic and international as required
A flexible & committed approach, a willingness to work outside of core hours as required to provide Application Support at a global level is essential
Relevant product knowledge including knowledge of Internet Banking propositions or other customer facing applications, services or infrastructure is desirable but not essential
Role relevant qualifications, i.e.ITIL, Service Management qualifications are desirable but not essential
Past working experience in a relevant role, i.e. Service Delivery Manager, Account Manager, Proven experience of Application Support, Change and Release Management, Service Transition, Service Introduction or Service Management is desirable but not essential
Strong communication and interpersonal skills to develop relationships across the business, stakeholders and technical teams
Strong decision maker and proactive self-starter
Excellent negotiation skills
Proven analytical skills & ability to deal with complex & technical data
We offer:
Stable job in professional team
Competitive salary
Interesting path of career in an international organization
Consistent scope of responsibilities
Private health care, employees' benefits
An unique challenge to work with comprehensive IT platforms and technologies
Application specific and IT Trainings
Please add the following clause to the end of your submitted CV: “I hereby consent for HRO Recruitment, a brand of HRO Personnel Sp. z o.o. with their head office in Warsaw at Puławska 182, to use my personal details hereby submitted for their recruitment process (documenting and processing personal information and forwarding said information to their clients within the structure of the client’s recruitment projects) in accordance with the Law on Protection of Personal Data (Dz. U. 2002 r. Nr 101 poz. 926) until I submit a written withdrawal of consent. I confirm that I was informed of the right to modify, access and protect my personal information.”