Operation and Quality Manager (IT Infrastructure, Network, Security) (m/f/n)

SHIMI Sp. z o.o. is recruiting for a senior role managing IT infrastructure operations and service quality for an EU organization based in Luxembourg.

• Minimum 10 years of experience in IT infrastructure, network, security, or managed services
• Proven experience in IT operations management and service delivery at scale
• Strong knowledge of ITIL processes (Incident, Problem, Change Management)
• Experience in complex enterprise or multi-provider environments
• Solid understanding of enterprise infrastructure (network, security, cloud, monitoring tools)
• Familiarity with DevOps principles and automation
• English (mandatory), French (nice to have)
• European Union citizenship required

• Coordinate daily operations across infrastructure and security services (network, firewall, DNS, reverse proxy, load balancing, remote access, cloud connectivity)
• Ensure service stability, availability, and operational continuity
• Monitor service performance using KPIs, SLAs, OLAs, and operational dashboards
• Align operational priorities with contractual commitments and customer expectations
• Drive quality assurance, enforce standards, and implement continuous improvement initiatives
• Manage escalation of major incidents and coordinate crisis situations
• Oversee ITIL processes (Incident, Problem, Change Management)
• Coordinate workload planning and resource allocation with Team Leads, Architects, and DevOps teams
• Supervise Service Desk performance and on-site operations
• Collaborate with internal teams and external providers across interconnected services
• Prepare and present operational reports, risks, and improvement plans

European Union citizenship required