The Unified Support Restricted Industry Manager for EURA is responsible for the successful delivery of all the IFS Unified Support service portfolio offerings to customers within a single, named IFS industry vertical. These services are all delivered within an ITIL derived service management framework and are operated in ways which are compliant with multiple international standards including ISO27001, ISAE3402 and more.
The role will be an instrumental part of the Unified Support leadership team who are jointly responsible for the support, availability, latency, performance, efficiency, monitoring, and emergency response of our customers services. The role requires service minded, process aware, energetic, detail-oriented individuals who will lead the team to achieve the primary goals of meeting multiple service SLAs, maintaining service SLA availability targets and delivering a high-quality customer experience.
The ideal candidate has a proven track record in service delivery and is a creative thinker, problem solver, teacher, learner, a fantastic leader of people and is motivated by operational service excellence.
Due to the legal and contractual commitments related to the services this role delivers the role has additional mandatory requirements for any individual who applies:
All candidates must be physically resident in a full member state of the European Union as their home location. This Manager position is being sought within Poland.
Duties & Accountabilities
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Operational Duties
- Ensure Unified Support teams adhere to the EURA customer related restrictions and contract SLAs, as well as constantly assessing potential issues or process improvements required.
- Be the single, end to end guardian and owner of the EURA customer experience quality for each and every EURA customer, beginning with the EURA customer successfully being provisioned and extending to the end of their services lifecycle.
- Represent Unified Support in meetings with EURA customers, internal stakeholders, external stakeholders, partners and suppliers.
- Create and maintain succession plans, capacity plans, business continuity plans and skills distribution models to ensure continuous 24x7x365 delivery of all service commitments within the team to meet the expected EURA service level commitments.
- Ensure Unified Support EURA teams comply with best security practices and constantly assess potential vulnerabilities and risks.
- Report upon all relevant EURA service metrics associated with the efficiency and quality of operating the service portfolio which delivers value to our EURA customers.
- Produce data driven improvement plans to demonstrably increase the efficiency and quality of the services we deliver to our EURA customers.
- Work with other teams in the IFS business to drive automation in all aspects of the service to drive down cost of operation and drive up both quality of service and EURA customer satisfaction levels.
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People Management
- Ensure all team members of the team have clearly defined and achievable personal and organisational goals and are driven to achieve those goals.
- Serve as a leader, manager, mentor, knowledge resource, and escalation point for the team members of the industry vertical.
- Perform ongoing employee performance monitoring & appraisals, including initiatives to improve performance (PDP, PIP, etc.).
- Ensure compliance with local/company regulatory and legal requirements.
- Identify & organise required training/coaching programs to continually improve and upkeep team performance.
- Initiate and implement human resource management best practices as per company, org & industry standards/directives.
- Initiate and participate in regular organisation level meetings to keep employees informed about direction/strategy, business plans, goals/objectives, results, HR/welfare initiatives, etc.
Experience - Value Add
- Experience in ITIL, ISO 20000, or a similar service delivery framework.
- Experience in the provision of cloud computing services or IT service delivery.
- Experience of operating in restrictive regulatory regimes such as UK G-Cloud, US Fed Ramp, European Sovereign Cloud or similar governmental based service provision.
Technical Skills
A wide-ranging baseline of technical knowledge covering the core relevant technologies for the IFS product suite will be useful, including:
- Cloud based technologies (e.g. App Services, SQL Data, Storage, Redis Cache, etc.).
- Any mainstream Cloud platform provider is acceptable - Azure, AWS, GCP or OCI.
- Oracle Database/Middleware, Web Servers, Proxies, Firewalls.
- Network architecture technologies and concepts (e.g. vNets, NSGs, VPN, ExpressRoute, SSL/TLS certificates, DNS).
- Monitoring Technologies (native Azure monitoring and 3rd party monitoring tools such as Thousand Eyes, Nagios, Prometheus and others).
- Security principles – encryption, authentication, authorization, integrity, auditing, pen-testing, etc. – and how these are applied in a cloud environment.
- A formal qualification (a bachelor's degree or equivalent) in Computer Science/Information Technology.
- 3+ years of professional experience in a people managing role in an IT or technical environment.
- Extensive experience in cloud computing services, enterprise IT service delivery, devops or enterprise software support in the region of 15 years.
- Demonstrable knowledge of cloud computing services or IT service management methodologies and best practices (preferably via ITIL).
- Experience in modern ticket/service desk tooling such as ServiceNow, Jira Service Desk, or a similar tool.
- European Union Country residency and valid working permission in Poland.
- Strong communication and fluency in Polish and English language
Personal requirements
- Be a result-oriented individual who will work to deadlines and targets.
- Demonstrate the ability to manage own time, and that of a large team, efficiently and effectively.
- Be able to lead, manage and motivate international, multi-discipline, cross-functional teams.
- Strong communication and interpersonal skills.
- Strong organisational skills and ability to multi-task.
- A good team player with a can-do attitude.
Value Add
- ITIL qualifications.
- Scrum master or PRINCE2/PMP certification.
- Vendor provided technical certifications (CCNA, OCP, MCSA, etc.).
- Further formal educational qualifications (MBA, MSc, etc.).
You will work with the leading Business Software experts and have contact with the world’s latest technologies. You can expect an open team culture, focusing on inclusion and a pleasant working atmosphere with flat hierarchies.
We offer you an attractive salary with above-average additional benefits:
- Mobile working throughout Poland after onboarding possible
- Flexible working time models
- 26 vacation days, as well as additional paid vacation days for your own birthday and voluntary work (CSR)
- Car Allowance for eligible customer-facing roles
- Private medical care, multisport card, life insurance, Individual support through regular health promotion and the compatibility of work and private life and much more are part of our company practice
- Great challenges in delivering projects to large customers together with an experienced IFS team and our partners
- You work with a great product with good recognition in the market and amongst customers and analysts
- You will be part of a fun group where everyone is helpful
- For more information, visit: IFS.com or follow us on LinkedIn
Sounds exciting?
Then we look forward to receiving your complete application in English language, stating your salary requirements and earliest possible starting date.
If you are interested, please apply through our online applicant management system.
We assure you explicit discretion and a comprehensive protection of your interests!
Need help or have questions?
Markus Nosek (European Talent Acquisition Partner) will support you during your application process. For further information please contact me via E-Mail or on LinkedIn.
