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IT Service Manager

Job Location: Krakow

Regional Description: Poland

Job Number: 00510930


- Job description

We are looking for Service Manager with experience of transformational Service Management change, who have familiarity of ITIL or other industry standard Service Management Frameworks, and may have skills across a range of activities including the design of IT Service Management processes, ITSM tool configuration and implementations, delivery of consulting engagements to plan, design, build and implement service management capabilities and IT processes for our clients.

Key responsibilities:
  • Manage Vendors Collaboration.
  • Set the priority and alignment of the Service with the Client's day to day business requirements.
  • Provide focus and accountability for end-to-end service context.
  • Drives Change management process and execution plan.
  • Manage Service budget.
  • Report on the escalations to the Client (and reasons for such escalations) in respect of issues with other vendor.
  • Identify and propose Continual Service Improvement Actions.
  • Define „Push Left” (ability to reduce service request complexity) strategy
  • Provide periodical status reporting.
  • Define strategies to reduce Service request (SRQ) volume as well as reduce resolution time for SRQs.
  • Allocate actions to remedy any Service failure or prevent reoccurrence of any Service failures.
  • Close cooperation with the client (based in Cracow) and Delivery Center in Manila, Philippines.

  • 10+ years of experience in Services Management is a must.
  • DevOps and Agile fluency.
  • Proven record in working in complex scenarios (multisite delivery, multi-vendor, high visibility for global stakeholders).
  • Proven experience to drive continuous improvement approach for complex services.
  • ITIL Services Management certification - will be an asset.
  • Working understanding of software development and maintenance lifecycle.
  • Fluency in English.
  • Experience in client facing role.
  • Good communication skills and analytical thinking.
  • Offshore cooperation experience – will be an asset.
  • Attitude and willingness to work in a long term assignment.
  • Microsoft SharePoint IT Pro – will be an asset.

We offer:
  • Clearly defined career path and professional development in an international company
  • Career counseling, mentoring and support to help you achieve professional success and grow your career
  • Professional trainings, access to advanced knowledge bases and to advices of international experts
  • Opportunity to work with Global TOP Clients on large international projects
  • Friendly workplace environment, team bonding events, ability to participate in after work activities
  • Competitive benefits package: private healthcare, additional life insurances, lunch vouchers, sport packages, corporate credit card American Express Gold
When applying please enclose the below statement:
"I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes and once the recruitment process is closed, I agree that Accenture Sp. z o.o. with its registered seat in Warsaw, 00-121, ul. Sienna 39 or any other entity of Accenture group places and processes my personal data in its database. I also express my consent to sending my personal data to third parties within the Accenture group pursuant to the Personal Data Protection Act of 29th August 1997 (Journal of Laws of 2002, No. 101, position 926 as amended). I submit the data voluntarily. I have been informed about the right of access to the content of my data and about the possibility of correcting them."

Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.

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