Operations Manager — Support Services

We're a small, agile consulting company delivering IT services to large enterprises with globally recognizable brands. We operate globally in the IT sector with in-house development capabilities, focusing on regulated industries such as life sciences, QA, validation, cloud systems, human capital management (HCM), and Salesforce. Our clients include Oriflame, Sanofi, and Coca-Cola.

• 5+ years of experience in IT services, consulting, or similar environment
• Proven track record managing service delivery teams in B2B or enterprise context
• Strong advisory and consulting mindset, anticipating enterprise client needs
• Operational excellence with scalable process building
• Experience with SaaS platforms, application support, or managed services
• Comfortable working with senior stakeholders at large organizations
• English proficiency at C1 level or above

Nice to have:

• Polish language skills
• Experience with ITIL, ITSM frameworks, or structured service management methodologies
• Background in HR tech, LMS, or talent management platforms
• Experience in account growth or contributing to commercial strategy
• Skill in playing darts or table soccer

• Own service delivery across all active client accounts, ensuring SLAs, quality standards, and client satisfaction targets are met
• Lead and develop a team of ~10 technical experts, setting expectations and removing blockers
• Build and maintain relationships with key enterprise clients as a trusted advisor
• Set and enforce operational standards, including processes, escalation paths, documentation, and quality controls
• Design KPIs and reporting for the support operation for performance visibility
• Partner with account management on growth planning to identify service expansion opportunities
• Drive continuous improvement by challenging the status quo while maintaining agility