ITSM Expert - Service Improvement Specialist

The role is within the Server Platform team focusing on operational excellence and service improvement in a pharmaceutical industry environment, based in Warsaw with hybrid work setup.

• Knowledge of IT Service Management and ITIL practices
• Experience in Problem Management and Root Cause Analysis
• Familiarity with Change Management and operational governance
• Use of ServiceNow, CMDB, and Knowledge Management tools
• Experience with Azure DevOps or similar backlog and workflow tools
• Understanding of Server Operations processes across Windows, Linux, private cloud, and related infrastructure services
• Skills in reporting, analytics, data quality, and operational performance management
• Analytical thinking and structured problem solving
• Continuous improvement mindset
• Strong documentation and communication skills
• Stakeholder management and cross-functional coordination abilities
• Ability to challenge existing processes constructively and drive adoption of improved ways of working

Nice to have:

• Experience from infrastructure operations, server operations, IT service management, or similar enterprise IT environment
• Experience coordinating incident follow-up, RCA, process improvement, audit readiness, or governance activities
• Familiarity with Microsoft Office, PowerPoint, Power BI for data visualization
• Experience in regulated or quality-focused environments

• 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.
• Analyse operational trends to identify opportunities to reduce incidents, improve efficiency, strengthen compliance, and mitigate operational risk.
• Lead or coordinate Root Cause Analysis activities for major incidents and recurring operational issues.
• Document findings, contributing factors, corrective actions, lessons learned, and preventive measures.
• Review, and improve operational processes, SOPs, standards, and governance controls.
• Ensure alignment with ITSM, Change Management, Quality, compliance, and audit requirements.
• Support audit readiness activities, evidence collection, and follow-up on findings or observations.
• Review, and maintain operational documentation, knowledge articles, SOPs, and guidance materials.
• Enable knowledge sharing across global infrastructure operations teams and ensure critical operational knowledge is captured in standard repositories.
• Work closely with operations managers, team leads, architects, service owners, process owners, and technical specialists.
• Communicate recommendations, risks, decisions, lessons learned, and process changes clearly to stakeholders.