IT Service Manager

The opportunity:

As an IT Service Manager at Hitachi Energy, you will be responsible for overseeing the delivery and continuous improvement of IT services, ensuring high levels of customer satisfaction and operational efficiency. You will play a crucial role in maintaining the reliability, performance, and security of our IT infrastructure and applications.

How you will make an impact:

• Lead and manage a team of IT service professionals, providing guidance, coaching, and performance feedback.
• Develop, implement, and maintain IT service management (ITSM) processes, including incident management, problem management, change management, and service request fulfillment, in accordance with ITIL best practices.
• Ensure the consistent delivery of high-quality IT services that meet or exceed service level agreements (SLAs) and operational level agreements (OLAs).
• Act as a primary point of contact for internal stakeholders regarding IT service performance, issues, and strategic initiatives.
• Monitor and analyze IT service performance metrics, identify trends, and implement corrective actions to improve service quality and efficiency.
• Manage relationships with third-party vendors and service providers, ensuring adherence to contracts and service quality standards.
• Drive continuous improvement initiatives within the IT service delivery function, leveraging technology and process enhancements.
• Develop and manage the IT service budget, ensuring cost-effective delivery of services.
• Communicate effectively with technical and non-technical audiences, translating complex IT concepts into clear and understandable terms.
• Ensure compliance with relevant IT policies, security standards, and regulatory requirements.

Your background:

• Bachelor's degree in Information Technology, Computer Science, or a related field; Master's degree preferred.
• Minimum of 7 years of progressive experience in IT service management roles, with at least 3 years in a leadership or managerial capacity.
• ITIL Foundation certification required; ITIL Intermediate or Expert certifications highly desirable.
• Proven experience in implementing and managing ITSM processes and tools (e.g., ServiceNow, Jira Service Management).
• Strong understanding of IT infrastructure, networking, cloud technologies (AWS, Azure, GCP), and enterprise applications.
• Excellent communication, interpersonal, and presentation skills, with the ability to interact effectively at all levels of the organization.
• Experience in vendor management and contract negotiation.
• Ability to work effectively in a fast-paced, complex, and global environment.

More about us:

Hitachi Energy is a global technology leader that is advancing a sustainable energy future for all. We serve customers in the utility, industry and infrastructure sectors with innovative solutions and services across the value chain. Together with customers and partners, we pioneer technologies and enable the digital transformation required to accelerate the energy transition towards a carbon-neutral future.

We employ more than 40,000 people in 90 countries who work with purpose every day and use their different backgrounds to challenge the status quo. We welcome you to apply today and be part of a global team that appreciates a simple truth: Diversity + Collaboration = Great Innovation. 

About Hitachi- http://www.hitachienergy.com/

We offer:

• Contract of employment
• Work model: hybrid or remote depends on location
• Benefits: We pride ourselves on offering a holistic range of competitive benefits to support your financial, physical and mental wellbeing and personal development. We want you to truly thrive with us, in work and out. We can provide more information during the recruitment process. 
• Possibility to gain experience in international environment
• Possibility to work   for industry leader in green energy solution

Applicable only for Poland location align with local law regulations - We are committed to full transparency and compliance with all legal requirements, ensuring that every candidate knows exactly what to expect at each stage of the recruitment process. Once the process is successfully completed, we will share detailed information about financial conditions and benefits with the selected candidate. Before signing the employment contract, you will receive all remaining details of the offer, giving you the time and space to review everything carefully