Company description:

HRO Digital is a specialist traditional recruitment business. HRO Digital is a brand of Verita HR Polska.
Verita HR Polska is a Human Resources service provider operating under number 5694.
We are working as a recruitment provider searching on our Client's behalf for a person in the following role:

IT Service Manager


Do you want to work for one of the world’s largest global banks? Want to be part its exciting digital transformation? Do you want to engineer incredible products for millions of customers?
Well, our Client offers just that ☺︎ It's a leader in digital transformation of banking services and Cracow is one of the most important technological centers - majority of projects are delivered from Poland ☺︎

Business Automation is a global function with over 250 staff in 12 countries. We are responsible for defining and implementing the strategy for a number of critical IT services including workload schedulers and file transmissions, as well as ensuring their availability, recoverability and security.

This role will be part of a small Service Governance team responsible for key Service Management responsibilities within the Platform. This includes the review of submitted changes, post incident review follow up for any service outage or impacting change activity, ITSO delegate support for all owned services. Additional tasks cover governance and reporting of cyclic and vulnerability patching, providing MI reporting on our performance against patching, incident, change standards, service availability and problem resolution targets.

What will you do?
• Provide ITSO delegate support for around 60 services to ensure all mandatory exercises are completed before due dates – this includes DR, backup and recovery tests, ICE compliance, Operational and Infrastructure reviews in addition to many other adhoc exercises.
• Problem management – tracking problem records assigned to the PODs and ensure they are managed within timescales. Raising problem records when required.
• Change Management - review all medium and high impact change activity against change standards. Share responsibility with the team in running a weekly ICR. Being confident to challenge change activity which does not follow standards.
• Post incident reviews. Chairing review meetings, documenting and following up on action items following service impacting incidents.
• Producing MI and Reporting that demonstrates our compliance against change standards, incident management, problem management and vulnerability management.
• Consultative role for service management and governance related issues.


• Experience within a service management role and its’ associated disciplines.
• Ability to collaborate and communicate effectively and confidently with stakeholders.
• Ability to work independently and with minimal supervision.
• Relationship management skills to be able to develop and build rapport across a diverse IT and business community.
• Experience of working with global team across geographies and culture.

The offer:

• Prestigious position at one of the world's largest banks
• Competitive salary with a B2B contract
• Hybrid work (1 day per week from the office in Cracow) and flexible working hours
• Working with cutting-edge IT technologies
• Contributing to solutions with global recognition, improving customer interactions and satisfaction
• Personal growth and development opportunities within the organization
• Private healthcare coverage and multisport card
• Referral program and company events
• Convenient parking, relaxation and game rooms, bicycle racks and showers for cyclists
Our recruitment process comprises of one meeting with hiring managers, followed by an initial phone screening with our recruiter.