IT Service Management Consultant Ref. No: 7526

For our client, an international company located in Krakow, due to the intensive development, we are looking for candidates interested in the role of IT Service Management Consultant.

Region: Kraków, małopolskie

You are a great Candidate if:

  • You have at least 3-5 years of experience in working with established IT Service Management practices in a corporate environment
  • You have at least 1 year of direct IT operations/service management experience ideally in the FMCG industry
  • You are a certified ITIL v3 Practitioner with expert understanding of the Service Design, Transition, Operation stages or equivalent ITIL v4 Service Management practices
  • You have experience facilitating requests and tasks across technical teams, third party vendors and internal customers
  • You instil trust and confidence by communicating with authority at any organizational level
  • You have excellent relationship skills for dealing with customers, vendors and management
  • You are both communicative and a good communicator at operational and tactical levels across a diverse landscape of technology partners
  • You can deal with ambiguity stemming from dynamic business and organizational plans
  • You are flexible and adapt to changing priorities with promptness, efficiency and ease
  • You have a strong ability to work independently and manage your own time

Your responsibilities will include:

  • Identify potential bottlenecks and their underlying causes that affect the product and propose how to resolve them
  • Maintain awareness of emerging cultures, methods/methodologies, best practices and evaluate them for applicability (DevOps, ITIL, MOF, SIAM, VeriSM, etc.)
  • Maintain awareness of relevant technology platforms used in the Commerce domain and how they are deployed to build internal products and services (Dynamics 365, Hybris Commerce, Magento, Salesforce)
  • Ensure all Product teams measure contractual SLAs/KVIs and publish performance results
  • Monitoring the effectiveness of the delivery teams against SLA/KPI’s, driving through change as needed to deliver continual service improvement
  • Demonstrate with passion how a service mindset serves a maturing agile organization
  • Ensure that the overall company standards and best practices are adhered by (i.e. Quality, Compliance, Service Management)
  • Prepare and coordinate regular IT Service Reviews for D&T Commerce solutions that cut across all technical layers
  • Coordinate work with any partner organizations related to ITSM initiatives for D&T Commerce
  • Set-up and maintain service offerings and service catalogues for D&T Commerce solutions in the ITSM tool (currently ServiceNow)
  • Contribute to and/or coordinate the development of ITSM deliverables such as current state assessment reports, future state designs, requirements documents, IT process flows, operational procedures, etc.
  • Maintain awareness on state of health for each technical layer in our D&T Commerce solutions to enable rapid intervention if required
  • Deliver simple and effective messages to IT & non-IT audiences enabled by a good understanding of how changes in the Application, Integration, Infrastructure dimensions effect the final customer experience
  • Produce meaningful and accurate reports in tools like Excel, PowerBI, or other reporting suite
  • Rapidly identify and diagnose poor service performance, its underlying causes and articulate improvement plans to correct it
  • Work with IT teams to teach and mentor on Incident Management, Problem Management and Change Management practices
  • Provide advice to the D&T Commerce team and individual Product teams on what opportunities and risks are foreseen for our portfolio of Products and solutions
  • Liaise effectively with business owners (non-technical), technical owners and other stakeholder groups (e.g. Information Security, PMO, etc.)
  • Employ proficient analytical, problem solving and decision making skills to mature IT services and practices within/across Product teams in D&T Commerce
  • Take command of crisis or degraded service situations and deliver results that are understood and accepted by senior stakeholders


  • Private Medical Healthcare
  • Multisport card
  • Performance bonus
  • Sodexo card
  • Life insurance
  • Development opportunities