Job Description & Summary

PwC IT Services is a great place to work for ambitious, open-minded and responsible people. We have been implementing the most innovative customer experience solutions for our clients since 2005. We are partners of the largest software providers in the world – Salesforce, Microsoft, Mulesoft and many more. We believe that our success comprises not only modern technologies we use but, above all, well trained, competent people. We are In Touch with Tomorrow helping our clients rise and develop faster.

Do you know what ‘AMS’ means? No? Well, we’ll tell you anyway. AMS = Application Maintenance & Support (or, if you prefer: Absolute Masters of the Subject).

For our IT Ninjas the maintenance means the way of dealing with the problems based on the early symptoms and acting before anyone else can even realize there was a problem. Maintenance means that we’re constantly working on the issue. We also improve current products and implement new functionalities, so the applications can grow in parallel with your business.

We’re the silent heroes, our nemesis is the SLA. We’re praised all over the globe, from Newfoundland to Singapore, in several languages, mostly in English and Polish. We fix, we do CRs, we document, maintain KPIs, we sometimes even teach our clients' staff. This is why airplanes fly, satellites broadcast signals, publishing houses print books, and cars are delivered to the clients before the deadline. The better we work, the less you notice us. What would we say about ourselves?

We're a super team and we like what we do!  

Service Manager

Role:

You’ll work within the Application Maintenance & Support team. Your role will not be limited to support & maintenance – you will be actively involved in improving our internal processes, delivery and maintenance procedures, and engaged in optimizing the whole department’s structure and operations.

Responsibilities:

Specific responsibilities include but are not limited to:

• Oversee and guide all activities of the service team (2 and 3 line of support),

• Ensure team follows best practices and maintain service level agreements,

• Coordinate SLA creations (through interaction with the Client team),

• Monitor Client complaints,

• Continual improvement of problem & incident management processes,

• Support of the sales process,

• Maintain customer relationships.

Profile:

• Minimum 1 years of experience as a Delivery Manager or Service Manager is a must,

• Proven track record in IT Support projects in an international environment,

• Ability to see tasks through to the end and meet tight deadlines, taking responsibility for their completion and maintaining quality throughout,

• Good grasp of both the development (e.g. requirements definition, testing) and IT support (e.g. monitoring, continuous delivery) processes,

• Confident with working in a fast-paced environment,

• Knowledge of ITIL framework,

• Strong interpersonal skills and communication skills, verbal and written to both technical and non-technical audiences that are in geographically dispersed environments,

• Ability to speak and write English fluently (minimum C1),

• Ability to develop and nurture strong relationships at all levels,

• Excellent time management and personal organizational skills,

• Ambitious and driven by success,

• Passionate about client service.

Our offer: 

• Opportunity to use your technology and business skills to address and make a significant impact,

• Exciting work in a group of professionals with many years of experience in international corporations,

• Contact with the latest technologies and trends in the IT market,

• Ability to develop skills and gain experience on projects for the largest Polish and European companies,

• Attractive employee benefits package,

• Great atmosphere and comfortable working environment.