Manager - Operation Center

Nasze wymagania:
This is a leadership role for an experienced manager who has built, matured or restructured an operational IT function before. You bring sufficient technical understanding to challenge assumptions, assess operational risk, understand dependencies and make sound decisions across incidents, events, changes, problem patterns and service stability topics.
• Several years of leadership experience running an IT operations centre, NOC, command centre or equivalent operational team, including standing one up or restructuring one.
• Hands-on experience with major incident management at scale, including personally leading major incident bridges and coordinating restoration across multiple teams.
• Practical understanding of monitoring and event management, and an opinion about what good looks like.
• Strong practical ITIL knowledge and the ability to apply it as a working framework for operations and service management.
• A track record of building teams — recruiting, onboarding and developing people who are new to the discipline, and leading experienced specialists.
• The composure to be the calm point in a situation where production is down and the pressure is real.
• Fluent English, written and spoken, in a working environment that spans several countries. You also speak Polish — the Operations Center is built in Kraków with a primarily Polish-speaking team.
• Comfortable with ambiguity: much of this role is deciding things that do not have an answer yet.

Mile widziane:
Experience from manufacturing, food production, logistics or another environment that runs around the clock.
Experience designing or running shift coverage, including on-call.
Experience working across an internal organisation and external suppliers in the same operational chain.

Zakres obowiązków:
Your initial priorities
• A realistic roadmap and staffing model: what to build in what order, what it costs, and what can credibly be committed to.
• A single operational picture: what is monitored, what an event means, who acts on it, what requires immediate human intervention outside normal working hours, and what can wait until the next working day.
• Monitoring that reflects operational reality. The platforms come from platform teams and the Operations Center consumes them — where they do not surface what operations needs to see, you make the case for extending them.
• Situation Management and Service Stability: lead major incident response and coordination across Global IT while establishing the operational disciplines that protect service stability. This includes strong operational execution and input to change and problem management, operational reviews and continuous improvement to minimise disruption and strengthen resilience.
• A coverage model. Today there are no shifts. You will design the coverage actually needed as opening hours extend, cost it, and make the case for it, rather than inherit a roster.
• Runbooks and escalation paths that are written down and followed, so response does not depend on knowing who to call.
• A working interface with End User Support, which remains the single point of contact for users. The Operations Center is not a second front door: it acts on monitoring, events and the shared operational picture, while Situation Management coordinates the cross-team response when a significant situation occurs.
Where the role goes from there
Your ongoing responsibilities
• Lead and develop the Operations Center and Situation Management teams — people leadership, capability building, performance and recruitment.
• Lead the operational execution of monitoring, event handling, major incident coordination and escalation for business-critical services across production, distribution, retail and corporate environments.
• Deliver the operational input to change and problem management — operational assessment of changes, problem follow-up and operational reviews — so that improvements agreed with Service Management and the delivery teams build on operational evidence, recurring issues and business impact.
• Design clear operational triage and escalation practices that separate actionable signals from operational noise, assign responsibilities and enable issues to be resolved at the lowest effective level, with timely escalation when broader coordination or decision-making is required.
• Work closely with Service Management, End User Support, Workplace Delivery, delivery teams across Global IT including Business Solutions, platform teams, country services and suppliers who carry part of the operational load.
How the role fits with the rest of the area
Service Management governs the incident, change and problem processes, and process ownership remains with the designated owners. Your teams execute the operational activities, coordinate situations and provide the evidence-based feedback needed to improve them. Situation Management sits within the Operations Center and coordinates major incident response and significant operational situations. The Operations Center also plays an active operational role in problem and change management: turning recurring incidents, monitoring insights and operational patterns into problem input and improvement actions, and helping assess, plan and execute changes with a clear view of operational risk and business impact.

Oferujemy:
A build mandate, not a maintenance job — you will shape an operational capability that does not exist yet.
Direct influence on how Global IT operates services for a business that cannot afford downtime.
A leadership team that is honest about what is decided and what is still open.
International exposure with approximately 30 days of business travel per year.
A highly collaborative, office-based environment with 100% on-site work.
Private medical care together with dental care
Edenred lunch card
Life insurance
MyBenefit and multisport program
2 additional holiday days benefits
Events, integrations for employees