Service Operations Specialist

The role is for a client in the pharma sector, focusing on Server Platform Operations involving both Windows and Linux teams. It operates within an enterprise IT environment dedicated to service and operational excellence in infrastructure and server management.

• Experience in infrastructure/server operations, IT service management, or a similar enterprise IT environment.
• Strong background in ITIL practices, Problem Management, and Root Cause Analysis.
• Experience with ServiceNow, CMDB, and Azure DevOps or similar backlog/workflow tools.
• Experience coordinating incident follow-up, audit readiness, or governance activities.
• Strong documentation, analytical, and stakeholder communication skills.
• Comfortable working with both technical specialists and management stakeholders.

Nice to have:

• Experience with Power BI.
• Experience with PowerPoint.

• Drive Continuous Service Improvement initiatives across Server Platform teams (Windows and Linux).
• Maintain and improve improvement backlogs, prioritization models, governance routines, and reporting.
• Coordinate review meetings and follow up on agreed actions, owners, and deadlines.
• Analyze operational trends to reduce incidents, improve efficiency, and mitigate operational risk.
• Lead or coordinate Root Cause Analysis (RCA) activities for major incidents and recurring operational issues.
• Facilitate cross-functional investigations across Server, Network, Infrastructure, Security, Application, and Architecture teams.
• Document findings, corrective actions, and preventive measures; track remediation to completion.
• Review and improve operational processes, SOPs, standards, and governance controls.
• Support audit readiness activities and evidence collection.
• Maintain operational documentation and knowledge articles, improving structure and searchability.
• Support ServiceNow, Azure DevOps, CMDB, and operational reporting initiatives.
• Identify automation opportunities to reduce manual effort and improve consistency.
• Work closely with operations managers, architects, service owners, and technical specialists across the organization.

Consultant must be able to attend the Warsaw hub every Wednesday. Recruitment language is English. Recruitment process includes 2 steps.