Service Manager

Red Reply is the Full Managed Services Company in the Reply-Network and a long-standing Oracle Platinum Partner and Managed Service Cloud Provider. They specialize in agile application of Oracle Cloud technologies, providing customized software solutions to support digital transformation. The company focuses on lean and agile processes, state-of-the-art cloud services, and sustainable entrepreneurial value creation.

• Successfully completed university studies in business administration, mathematics, (business) informatics, mathematics or in a comparable field of study.
• Strong knowledge of ITSM tools (e.g. ServiceNow or equivalent).
• Understanding of SLA management, reporting, and service metrics.
• Experience in incident escalation, problem management, and change governance.
• Leadership mindset with ability to coordinate cross-functional teams.
• Analytical and improvement-oriented approach.
• Excellent communication skills in English are required; German language skills are a plus.
• Availability to work in a hybrid mode: both in the office in Katowice and from home, with 2-3 days a week in the office.

• Own and govern IT services across their lifecycle (incident, problem, change, request).
• Ensure stable and efficient daily service operations.
• Monitor SLA, KPI, CSAT/DSAT performance and drive corrective actions.
• Act as primary point of contact for customers and key stakeholders.
• Lead service reviews, reporting, and communication on service performance, risks, and improvements.
• Manage escalations and ensure timely resolution of critical issues.
• Coordinate service teams, service leads, and contractors.
• Support workload planning, prioritisation, and resource management.
• Identify operational risks and implement mitigation plans.

The position requires working in a hybrid mode with presence in the Katowice office 2-3 days per week.