Service Manager
NEEDED!
Location: 100% REMOTE
Join the team of Experts that transform businesses into data-driven organizations by providing new generation of Business Intelligence solutions including Artificial Intelligence and Machine Learning based on Microsoft Azure and Power Platform.
We are a group of dedicated technology enthusiasts, passionate about data processing, and extracting valuable information for clients that are essential for making strategic business decisions.
Elitmind’s founders are two data geeks whose professional path is dedicated to the Data. They still are actively involved in cooperation with clients.
Our experience, exceptional skills and knowledge have leveraged us to the leader position in Data Analytics – we are running multiple projects for the biggest global and Polish companies.
We are excited about using the potential of AI and Machine Learning in Business Intelligence solutions. We are experts in creating solutions based on the latest technologies of our key partner, Microsoft, in particular Azure Cloud Services.
Our goal is to become the first-choice partner for clients around the world when it comes to analytics and artificial intelligence. We know that we will not achieve this without the strong Team!
Join our Team as
Service Manager
The ideal candidate for the role of Service Manager is someone with proven experience in managing service operations and support teams. They should excel at building and maintaining client relationships, ensuring compliance with agreed service levels (SLAs). As an IT Service Manager at Elitmind, you will be at the forefront of managing and optimizing our IT service management. You’ll ensure that our services align with business goals and industry standards while leading initiatives to improve service performance, customer satisfaction, and operational efficiency. You’ll work closely with cross-functional teams, clients, and vendors to deliver seamless IT solutions. The candidate should possess a strong technical knowledge and the ability to quickly learn and implement new technologies. Excellent communication skills and the ability to work in a dynamic environment are crucial, as representing the company to clients and ensuring internal reporting and team coordination. Additional assets include familiarity with Azure services, Data Warehouse and Lakehouse environments, and experience with DevOps practices. We value being open to participating in sales processes and the ability to manage budgets and resource allocation.
- Taking care of customer relationships and ensuring an agreed level of service and support, including established SLAs
- Service Delivery Management: Oversee end-to-end IT service delivery, ensuring SLAs and KPIs are met or exceeded across all services.
- Service Level Management: Define, negotiate, and monitor SLAs with internal teams and external vendors, ensuring performance aligns with business expectations.
- Team Leadership: Mentor and support IT teams to foster a culture of service excellence, collaboration, and continuous learning.
- Incident & Problem Management: Lead efforts to resolve service disruptions, conduct root cause analyses, and implement preventive measures to ensure service stability.
- Continuous Improvement: Drive process enhancements, automation, and service innovation to improve ITSM efficiency and effectiveness.
- Change & Release Management: Coordinate controlled implementation of system changes, ensuring minimal impact on operations.
- Capacity & Availability Management: Monitor and optimize resource utilization to ensure services meet current and future business demands.
- Monitoring & Reporting: Utilize ITSM tools to track service performance, analyze trends, and provide actionable insights to leadership and client on timely manner
- Financial Management of IT Services: Oversee budgeting, forecasting, and cost optimization for IT service delivery.
- Vendor & Supplier Management: Manage third-party vendors and service providers, ensuring they meet contractual obligations and service levels.
- Risk & Compliance Management: Ensure IT services adhere to regulatory requirements and industry best practices, mitigating potential risks.
- Collaborating closely with project stakeholders to understand analytical and reporting needs.
- Translating business requirements into technical solutions.
- Designing and implementing new data models and reports utilizing best practices.
- Optimizing existing data models and reports to improve efficiency and impact.
- Working with data engineers on the reporting layer to maintain data integrity and quality.
- Supporting customers in Power BI enterprise adoption and implementation.
- Mentoring team members with less experience and promoting knowledge in the organization
TECH SKILLS:
SOFT SKILLS:
- Proven Experience as an IT Service Manager or in a similar IT operations role, with a strong track record in service delivery.
- In-depth Knowledge of ITIL frameworks and best practices (ITIL certification is highly desirable).
- Experience managing global IT services in multi-region or multi-vendor environments.
- Technical Expertise in IT infrastructure, cloud solutions (Azure, AWS), and ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy.
- Knowledge of Data Warehouse, Lakehouse environments
- Strong Analytical Skills to interpret data, identify trends, and make data-driven decisions for service improvements.
- Experience with SLA/KPI management, reporting, and service performance tracking.
- Familiarity with Agile & DevOps methodologies to support continuous integration and deployment in service management.
- Strong Leadership Skills with experience managing cross-functional teams and driving team performance.
- Excellent Communication & Interpersonal Skills to effectively collaborate with technical teams, business stakeholders, and clients at all levels.
- Problem-Solving Mindset with a proactive approach to identifying opportunities for service improvement and innovation.
- Vendor Management Skills with the ability to negotiate and manage third-party service providers.
- Project Management Experience (PMP, PRINCE2 certification is a plus) to coordinate service improvement initiatives.
- Cross-sell and Up-sell experience or willingness to learn and participate in sales processes
- Experience in Service Manager (or related) role; responsible for service operations and management of customer expectations
- Experience as a Team Leader/Manager
- Ability and willingness to work as a liaison between Client's structures and Elitmind's team
- Understanding of Quality of Services, SLAs, KPIs – ITIL Certification will be an advantage
- Experience and deep understanding of support and service processes
- Technical understanding of delivered solutions
- Open-mindedness, eagerness to learn new technologies, ability to newly acquired knowledge into practice
- Exceptional collaborative and communication skills
- Fluent English (spoken and written)
Nice to have:
- Understanding of Azure services and products
- Knowledge of Data Warehouse, Lakehouse environments
- Experience in DevOps approach
- Cross-sell and Up-sell experience, or willingness to learn and participate in sales processes
- Service Desk experience in a large company
Ability to work remotely
Private medical care or Multisport (you choose)
Flexible working hours
Paid holidays
Unlimited access to Microsoft/Snowflake Technology
Comfortable and spacious office