Service Manager

O projekcie: About Red Reply Red Reply ss the Full Managed Services Company in the Reply-Network and a long-standing Oracle Platinum Partner and Managed Service Cloud Provider and we are a pioneer in the agile application of state-of-the-art Oracle Cloud technologies for years. This is associated with customized software solutions with which our customers master the challenges of digital transformation on a daily basis. With a clear focus on lean and agile processes in operation and further development, as well as state-of-the-art cloud services, we accelerate innovations, minimize risks and create sustainable entrepreneurial value creation. Benefits - Motivizer Benefits Platform to choose and manage all your benefits in one place. You receive a budget (550 PLN monthly). You can choose there medical care package, meal tickets, sports cards (we have Multisport and on preferential terms, we have membership cards to one of the most popular Gyms), cinema tickets, shop vouchers, discounts and many more.- Language Courses – you have access to the platform where you can practice your language skills.- Regular and systematic further training opportunities - internal and external ones. We support your development.- Cooperation within an internal community is our everyday reality. We have networking events, coding challenges, and company parties for different occasions. Wymagania: - Successfully completed university studies in business administration, mathematics, (business) informatics, mathematics or in a comparable field of study- Strong knowledge of ITSM tools (e.g. ServiceNow or equivalent).- Understanding of SLA management, reporting, and service metrics.- Experience in incident escalation, problem management, and change governance.- Leadership mindset with ability to coordinate cross‑functional teams.- Analytical and improvement‑oriented approach- Our team and customers are international, so excellent communication skills in English are required, German language skills are a plus- You are available to work in a hybrid mode: both in our office in Katowice and from home. Working from the office includes 2 - 3 days a week. Codzienne zadania: - Own and govern IT services across their lifecycle (incident, problem, change, request). - Ensure stable and efficient daily service operations - Monitor SLA, KPI, CSAT/DSAT performance and drive corrective actions. - Act as primary point of contact for customers and key stakeholders. - Lead service reviews, reporting, and communication on service performance, risks, and improvements. - Manage escalations and ensure timely resolution of critical issues. - Coordinate service teams, service leads, and contractors - Support workload planning, prioritisation, and resource management. - Identify operational risks and implement mitigation plans.