Service Manager


Detailed job description:

  • Lead incident management activities with the key objective of restoring impacted services within the agreed timeframes.
  • Ensure all incidents are properly logged and incident management KPIs (i.e., incident response time, service restoration time) produce accurate and objective results.
  • Act as the central communications point providing concise, timely and relevant communications from technical response teams to business users at all levels of the organization and towards clients.
  • Plan, coordinate, and monitor root cause analysis activities and follow-up tasks by driving cross-functional technology team members to successful completion of remediation tasks.
  • Facilitate change management process (internal TLS and with clients)
  • Accept and act upon change requests. Analyze change requests and actions to identify trends and underlying needs.
  • Collect change or service requests (SR) assessment results and issues
  • Identify unauthorized changes/SR
  • Assist in the creation and improvement of knowledge base articles to reduce impact, speed up resolution, or prevent the occurrence of incidents.
  • Maintain IT Infrastructure Capacity Management inventory, prepare reports and inform other parties about trends
  • Coordinate with the team IT Disaster Recovery test activities


  • Experience in managing technology incidents
  • Strong communication and stakeholder management skills
  • Service desk experience
  • Change management experience
  • Strong ability to manage escalations within the team and with external stakeholders
  • Basic knowledge of software development, IT security, infrastructure management and other technology domains
  • ITIL Foundation or ITIL Practitioner certification is highly desirable
  • Excellent interpersonal skills together with an ability to lead and motivate others to deliver in incident situation
  • Customer-oriented mindset, willingness to help

Benefits which we offer:

  • Work in a dynamic team where new ideas and open communication are quite valued;
  • High possibility of personal and professional development within the company;
  • Continuous training through mentoring programs, internal and external training and certifications;
  • Flexibility to combine remote working and working at the office.
  • A range of benefits that include private health insurance;
  • Work in a modern space in an attractive location.