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Position Title:  Senior IT Service Manager

Date:  May 13, 2026
Requisition ID:  26946
Work Location: 

Krakow, MA, PL, 31-982

MAKE HISTORY WITH US!

 

The Role

 

The Senior Service Manager oversees end-to-end service management operations within their assigned services. This role leads a support team, ensuring consistent application of ITIL best practices and alignment with organizational service goals. The Senior Service Manager ensures services are effectively managed across multiple teams, driving service excellence, continuous improvement, and operational alignment with governance and reporting standards.

 

 

Key Responsibilities 

 

 

Own Cloud Services End-to-End 

 

  • Take full ownership of cloud services lifecycle  

  • Ensure delivery against SLAs, OLAs, and KPIs, driving high service quality and performance 

  • Continuously enhance service reliability and efficiency 

 

Drive Operations & Service Excellence 

  • Ensure stable, secure, and highly available cloud environments (Azure, AWS, Google Cloud) in a 24/7 model 

  • Lead critical incident management (P1/P2), coordinating cross-functional teams and escalations 

  • Perform root cause analysis (RCA) and implement long-term solutions to prevent recurrence 

  • Monitor performance, availability, and capacity to ensure optimal service health 

 

Governance, Risk & Security 

  • Establish and maintain service governance frameworks, including standards, policies, and controls 

  • Ensure compliance with security, risk, and audit requirements 

  • Manage operational and security risks across cloud services 

  • Promote and enforce cloud security best practices (IAM, data protection, networking) 

 

Lead Change & Continuous Improvement 

  • Oversee change management processes for cloud platforms and infrastructure 

  • Drive automation and efficiency through innovative solutions, including AI 

  • Optimize service performance and cost across multi-cloud environments 

  • Align operations with enterprise cloud strategy and roadmap 

 

Engage Stakeholders & Partners 

  • Act as the primary point of contact for cloud service performance and escalations 

  • Deliver clear, executive-level reporting on service health, risks, and improvements 

  • Collaborate with engineering teams, security, application owners, and external vendors 

  • Manage relationships with strategic partners and service providers 

 

 

 

What we’re looking for

 

 

  • Experience in IT Service Management (ITSM), preferably in cloud environments 

  • Hands-on exposure to Azure, AWS, and/or Google Cloud services 

  • Strong background in incident, problem, and change management 

  • Experience with multi-cloud or enterprise-scale platforms 

  • Strong stakeholder management and communication skills 

  • Structured, ownership-driven mindset with ability to handle high-impact incidents 

  • Ability to operate effectively in high-pressure incident scenarios 

  • Experience working with cross-functional, global teams 

 

 

 

What we are offer

 

 

  • Private medical and dental care, life insurance 

  • Lunch Sodexo card to be used in the canteen or outside 

  • Hybrid working arrangement 

  • Employee pension plan 

  • Cafeteria benefit program, multisport card 

  • Wide range of trainings, language learning platform, further education and professional qualification support possibility 

  • Company Car or Car Allowance  

  • Free bike and car parking for all employees 

  • In this position you will earn no less than 21 800 PLN gross monthly  

 

 

Please note that only on-line applications will be taken into consideration. 

Only selected candidates will be contacted. 

 

 

 

Relocation support is not available for this job

 

At PMI we run the business in line with ethical principles and encourage SpeakUp culture. We care for equal chances and fair treatment. If you find anything that violates these principles in this job offer or the recruitment process, you may contact our Ethics and Compliance Team at PMIEthicsandCompliance@pmi.com. Read more about Ethics&Compliance at PMI – here. 

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