Service Management Lead – Europe (Risk & Compliance Technology)
📍 Kraków, Poland | 2 days per week in the office
📄 Permanent employment contract | Direct employment with the Client
For our Client – a global financial institution operating across international markets and delivering strategic technology initiatives within Risk & Compliance – we are looking for an experienced professional to join as a Service Management Lead responsible for the European region.
This role combines leadership, operational accountability, and real impact on the stability and evolution of a complex technology landscape within a large-scale enterprise environment.
Key Responsibilities
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Lead and develop the Service Management organization in Europe, setting high standards for quality and delivery
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Own and oversee Incident, Problem, and Change Management processes (during European business hours, with on-call support when required)
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Drive cost optimization and reduce manual effort (TOIL) through automation initiatives
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Collaborate closely with DevOps, development, and infrastructure teams to ensure system stability and rapid recovery
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Enhance monitoring capabilities and proactively manage vulnerabilities
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Support change portfolio definition and execution
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Ensure compliance with internal standards and regulatory requirements
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Build a high-performing, engaged team culture focused on ownership and continuous development
Requirements
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Several years of experience in a Service Management Lead / Architect role or managing delivery in complex technology environments
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Strong knowledge of ITSM practices and experience working with global stakeholders
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Experience in cloud environments (GCP, AWS, Azure or similar)
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Solid understanding of DevOps principles and collaboration with engineering teams
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Experience within large enterprises operating complex system landscapes
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Ability to operate effectively in high-pressure and crisis situations
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Strong communication and stakeholder management skills
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Technical education (or equivalent practical experience)
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Experience with ServiceNow is an advantage
What the Client Offers
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Stable, permanent employment (employment contract)
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Real impact on technology operations within a global organization
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International, expert-level working environment
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Career growth opportunities within a large financial institution
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Hybrid work model – 2 days per week in the Kraków office