Service & Operations Manager (m/f/d) – Managed Services

Purpose of the Role As the Service & Operations Manager, you are responsible for ensuring the end-to-end delivery and operational excellence of our Managed Services. You lead the operational teams, secure stable day-to-day IT operations, ensure that SLAs and contractual obligations are met, and act as the primary operational interface to our customers and internal stakeholders. Your mission: Guarantee service stability, performance, customer satisfaction and continuous improvement across all assigned services. Your Responsibilities 1. Operational Leadership & Team Management • Lead and oversee day-to-day operations across multiple managed service teams (Service Desk, Workplace and L3 Infrastructure specialists) • Ensure structured workflows, prioritisation and efficient task allocation. • Monitor team performance, productivity and SLA compliance. • Conduct regular coaching, feedback and development sessions. 2. Service Delivery Ownership • Own the delivery of all contracted services for your customer accounts. • Ensure all SLAs, OLAs, KPIs and service commitments are met end-to-end. • Conduct service reviews, operational meetings and governance sessions. • Translate contract requirements into operational execution for the teams. • Align with Account Management on service performance, customer expectations and improvements. 3. Incident, Escalation & Major Incident Management • Oversee and control critical incidents, escalations and service disruptions. • Ensure timely communication and transparent status updates to stakeholders and customers. • Act as escalation point for team leads, supervisors and customers. • Drive root cause analysis and post-incident reviews. 4. Process & Compliance Management • Ensure adherence to ITIL-based processes (Incident, Request, Problem, Change, Knowledge). • Drive process discipline, documentation quality and operational governance. • Monitor compliance with internal controls, security requirements and customer guidelines. • Promote continuous improvement in processes, workflows and service structure. 5. Customer Communication & Stakeholder Management • Act as the operational contact for customers and internal management. • Conduct regular service review meetings (monthly/quarterly). • Ensure customer satisfaction through proactive communication and performance transparency. • Build trust and long-term relationships with customer stakeholders. • Manage expectations and negotiate operational agreements (SLAs, priorities, changes). 6. Performance, Reporting & SLA Governance • Monitor and analyse KPIs and SLA achievement. • Create operational and service reports and present them in governance rounds. • Identify performance risks early and initiate corrective measures. • Maintain transparency over workloads, capacity and resource planning. 7. Coordination with Technology & Projects • Work closely with technical experts for escalations or complex topics. • Ensure smooth coordination with Project Management during transitions, onboarding or changes. • Support implementation of new services or extensions and ensure seamless handover into operations. • Coordinate dependencies across Infrastructure, Workplace, Network, Cloud, Security and Support teams. 8. Continuous Improvement & Service Optimisation • Identify optimisation potential across operations, tools, processes and team structure. • Drive initiatives to improve efficiency, quality, automation and customer satisfaction. • Collaborate with Service Delivery, Technology Leads and Management to evolve the service portfolio. Your Profile • 4+ years experience in Service Management, IT Operations Management, or similar leadership role. • Strong understanding of ITIL (Incident, Problem, Change, Request, SLAs). • Experience leading operational IT teams (Service Desk, Onsite, Workplace, or similar). • Ability to manage customers and stakeholders confidently and professionally. • Strong organisational skills, structured working style and high reliability. • Excellent communication skills in Polish, German and English. • Solid technical understanding of IT infrastructure, workplace, networks or cloud. • High sense of ownership and motivation to continuously improve services. What We Offer • A key leadership role with direct impact on service quality and customer satisfaction. • A modern, structured Managed Services environment with clear processes. • Attractive development opportunities (ITIL certifications, leadership training, technical upskilling). • Hybrid working model and flexible hours after onboarding. • Employee benefits such as staff discounts and regular team events.