10 set - Milano
Be | Shaping the Future Poland
Be | Shaping the Future Poland has a proven position of being a reliable partner for financial services organisations to analyse complex requirements, find solutions and implement them in their entirety, regardless of their complexity. Since the foundation of Be Poland in 2013, we have been continually expanding and customising our spectrum of services. Today, we are privileged to have in our team the best individuals in each sector we operate within the financial services industry.
As Service Management Deputy Team Lead, you will act as the key link between technology teams, business stakeholders, and vendors, driving service quality, operational excellence, governance, and continuous improvement across the organization.
Key Responsibilities:
Own and develop the Service Management framework and operating model
Govern Incident, Problem, Change, Request, and Service Level Management processes
Define and monitor KPIs, SLAs, OLAs, and service performance dashboards
Lead operational governance reviews, major incident follow-ups, and service improvement initiatives
Manage vendor performance,
contractual commitments, and service quality
Support budget planning, cost optimization, and financial governance
Drive automation, simplification, and service maturity initiatives
Partner with Engineering, Operations, Risk, Audit, Security, and business stakeholders
Requirements:
10+ years of experience in IT Operations, Infrastructure, or Service Management
5+ years of experience in leadership, governance, or service delivery roles
Strong knowledge of ITIL processes and Service Management best practices
Hands-on experience with Incident, Problem, Change, and Service Level Management
Experience managing vendors, service providers, and operational performance
Strong stakeholder management, reporting, and communication skills
Experience working in large enterprise environments
Nice to Have:
Banking, financial services, or other highly regulated industries
ServiceNow or other ITSM
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