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Service Quality Manager

  • Hybrid
  • English
  • Banking
  • Senior
  • Agile/Scrum

Join us, and drive innovation in service quality standards!

Krakow-based opportunity with the possibility to work 80% remotely!

As a Service Quality Manager, you will be working for our client, a leading financial institution committed to delivering excellence in digital services. In this role, you will play a pivotal part in safeguarding the brand reputation, shareholder value, and information assets of the organization. You will collaborate with various stakeholders to maintain service availability, operational metrics, and control effectiveness, ensuring compliance with Client’s Service Management and Infrastructure Build policies.

Your main responsibilities:

  • Engage with relevant stakeholders to monitor service availability and risk appetite
  • Lead the Service Quality Management function within Connect
  • Oversee controls to ensure compliance with service management policies and standards
  • Establish effective engagement processes that add value to stakeholders
  • Coordinate with Service Management Practice Process Leads for alignment
  • Collaborate with DevOps teams to enhance service management processes
  • Guide DevOps teams for balancing speed to market with operability and stability
  • Drive improvement of overall Service Health by minimising technical debt and ensuring appropriate monitoring and alerting
  • Drive improvements in Service Management data quality and capture to enhance root cause identification and remediation
  • Demonstrate support across all disciplines within the Pod
  • Deliver the right customer outcomes for the product(s) with successful/failed/frequency of releases
  • Monitor DevOps Metrics and ensure adherence to policy, quality, and configuration data standards
  • Act as a senior recovery manager for the DevOps team
  • Serve as a real-time service recovery escalation point for the DevOps Team/Pod, complementing the role of incident manager
  • Govern adherence to minimum operating standards, focusing on non-functional requirements
  • Collaborate with Pods/DevOps Teams to address non-adherence promptly and prioritize remediation activities
  • Work as part of the IT Service Management Practice, sharing knowledge and practices with colleagues in other regions and DevOps Teams

You’re ideal for this role if you have:

  • Demonstrable experience in IT Service Management processes
  • Experience in IT Quality, Service Management, or Infrastructure Delivery
  • Familiarity with agile methodologies and Mode 2 IT
  • Understanding of the importance of IT architecture within the enterprise
  • Demonstrated agility in responding to customers’ needs
  • Exhibited a clear understanding of the customer’s global distributed requirements
  • Collaborated and communicated openly across functional borders
  • Led and engaged stakeholders up to the GGM level with a positive impact
  • Demonstrated self-awareness of your strengths and weaknesses and identified opportunities to enhance team performance
  • Translated the required course of action into a clear and realistic vision
  • Monitored complex dependencies and responded accordingly to ensure ongoing delivery in line with customer goals
  • Maintained platform stability by minimizing and controlling defects in development
  • Possessed a strong grasp of tooling and driven automation within the environment
  • Demonstrated clear data management practices

It is a strong plus if you have:

  • Experience in l-eading individuals within a matrix across multiple geographies
  • Familiarity with operational effectiveness and control standards
  • Ability to identify and escalate threats to availability promptly
  • Experience in process automation and integration within service management
  • Demonstrable experience of ownership, Subject Matter Expertise or execution of one or more Service Management Processes
  • Knowledge of COBIT, IT4IT, or ISO20k
  • ITIL Foundation certification
  • Strong interpersonal skills and ability to build relationships

#GETREADY  to meet with us!

We would like to meet you. If you are interested please apply and attach your CV in English or Polish, including a statement that you agree to our processing and storing of your personal data. You can always also apply by sending us an email at

Internal number #4963

Internal number #4963


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Make your CV shine
B2B or Permanent Contract
Flexible & remote work
Flexible hours and remote work