IT Operations Manager
Work Life Group
full-time
Posted on:
Location Type: Hybrid
Location: Warsaw • Poland
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About the role
- Manage day-to-day IT infrastructure operations delivered through external vendors, ensuring service quality, performance, and contractual compliance.
- Oversee vendor-delivered services such as data centers, networks, servers, storage, cloud operations, and end‑user computing.
- Monitor and report SLAs, KPIs.
- Supervise first-, second-, and third‑line support teams (internal and outsourced) to ensure timely and effective resolution of incidents and service requests.
- Improve support workflows and knowledge management practices to reduce incident recurrence and enhance user satisfaction.
- Perform purchases of IT hardware and software in line with internal purchasing procedures, approval workflows, and compliance requirements, ensuring proper vendor selection, documentation, and cost control.
- Maintain strong adherence to ITIL‑based operational processes, including Incident, Problem, Change, Configuration (CMDB), Asset Mgmt.
- Ensure infrastructure operations follow corporate policies & security guidelines.
- Identify operational risks related to infrastructure and vendor services, implementing mitigating actions and preventive controls.
- Oversee business continuity and disaster recovery readiness, ensuring testing procedures are executed regularly with vendors.
- Act as the primary point of contact between business users/internal IT, and external service providers.
- Communicate operational issues, planned changes, risks, and improvement initiatives clearly and proactively.
- Support strategic IT transformation initiatives and provide operational insights during technology rollouts.
Requirements
- 3 years’ experience on similar position
- Degree in Information Technology or a related field.
- ITIL certification; certifications in cloud platforms, or security are an advantage.
- Strong knowledge of IT infrastructure domains: networking, servers, storage, virtualization, cloud platforms (Azure/AWS), workplace services, and IT security fundamentals.
- Solid understanding of ITIL frameworks and practical experience operating in an ITIL‑governed environment.
- Experience managing outsourced IT operations, vendor contracts, and SLA‑driven service delivery models.
- Experience in enforcing IT operational processes, working with audits, and maintaining compliance with security and quality standards.
- Understanding of risk management, resilience planning, DR/BCP, and operational controls.
- Ability to coordinate distributed support teams and ensure consistent execution of policies and processes.
- High level of ownership, accountability, and autonomy in managing operational areas.
- Fluent English and Polish (both written and spoken).
Benefits
- Competitive compensation package (base salary + performance-based annual bonus)
- Private medical care
- Sports card
- Car leasing benefits
- Parking in the building
- Company events
- Strong work-life balance
- Friendly & Supportive Atmosphere
- Support in learning and development further while also providing multi-year career opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT infrastructure managementnetworkingserversstoragevirtualizationcloud platformsIT security fundamentalsvendor managementSLA managementITIL frameworks
Soft Skills
communicationownershipaccountabilityautonomycoordinationproblem-solvinguser satisfaction enhancementincident resolutionworkflow improvementrisk management
Certifications
ITIL certificationcloud platform certificationssecurity certifications