Manager SysOps

We are recruiting for Acrisure, a global fintech and insurance solutions company significantly expanding its presence in Poland through a new operational hub in Gdańsk. The Gdańsk office supports Acrisure's international operations in Finance & Accounting, FP&A, Compliance, IT, Cybersecurity, and HR. Acrisure operates across 19 countries, employs around 20,000 people, and generates approximately $5 billion in annual revenue. The company operates in the Technology & Telecoms industry, focusing on IT Project & Programme Management.

• Strong understanding of ITSM and ITIL frameworks.
• Experience leading and motivating teams, managing day-to-day delivery, and driving operational results.
• Experience supervising technical teams including hiring, coaching, and performance management.
• Working knowledge of ServiceNow, cloud and API operations (Azure preferred), and enterprise application integrations.
• Able to work independently with high interaction with team members.
• Demonstrated teamwork, motivation, positive behavior, and goal achievement effort.
• Self-motivated and driven.
• Effective written and verbal communication skills.
• Outstanding problem-solving and customer service skills.
• Excellent time management and prioritization.
• Attention to detail and accuracy.
• Ability to multitask, prioritize, and handle confidential data responsibly.
• Maintain professional demeanor and positive attitude.
• Bachelor's degree or equivalent experience.
• Preferably ServiceNow System Administrator certification or equivalent.
• Minimum 3 to 5 years experience in IT operations or service delivery.
• Minimum 2 years supervisory or team-lead experience.
• Experience with Microsoft Office Suite including Word, Excel, PowerPoint, Outlook, and SharePoint.

Operations and Service Reliability:

• Oversee daily operations of enterprise service technologies to meet availability, performance, and reliability targets.
• Lead incident, problem, and change management processes with rapid resolution and root-cause remediation.
• Monitor and report operational health metrics, proactively resolving risks.

Delivery and Execution:

• Manage execution of platform enhancements, automation initiatives, and integration work across ServiceNow, Azure API Management, and enterprise applications.
• Translate platform roadmap into delivery plans, coordinating priorities, timelines, and resources.
• Ensure delivered solutions follow best practices, prioritize out-of-the-box functionality, and fit enterprise scale.

Team Leadership:

• Lead and develop operations and delivery staff, fostering accountability and growth.
• Set performance expectations, provide coaching and feedback.
• Provide technical and operational guidance to administrators, developers, integration engineers, and analysts.

Governance and Compliance:

• Enforce platform and operational governance policies ensuring compliance with regulations and standards.
• Drive documentation, training, and refinement of operational standards, runbooks, and application monitoring.
• Maintain disciplined intake, ownership, and handoff processes.

Stakeholder Management:

• Collaborate with business leaders, IT teams, and end-users to understand operational needs.
• Work with service owners and architecture teams to surface simplification and reuse opportunities.

Innovation and Improvement:

• Identify opportunities to leverage new features, automation, and AI capabilities.
• Champion continuous improvement to reduce manual effort through automation.

Budget and Performance:

• Provide input to budget planning and resource allocation.
• Define and track KPIs for operational success and improvements.