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Head of IT Operations & Service Delivery

Warsaw Permanent View Job Description
An exciting opportunity to lead and grow a newly established Group Shared Services function supporting IT operations across multiple European countries. This role combines strategic leadership, operational excellence, team building, service management, and stakeholder engagement within a large international business.

Added 28/07/2026

  • Lead a newly established Global IT Shared Services function
  • Build and develop high-performing teams

About Our Client

Our client is a well-established international consumer services organization with operations across Europe. As part of an ongoing technology transformation, the company is building a centralized IT Shared Services function and is looking for an experienced IT leader to drive operational excellence across multiple countries.

Job Description

  • Lead, build, and develop the Group Shared Services team based in Poland.
  • Provide leadership to direct and indirect reports while creating a high-performing culture.
  • Establish and improve IT operational processes, governance, and service delivery standards.
  • Drive ITIL-based Service Management practices across the organization.
  • Take ownership of Major Incident Management, Problem Management, and Service Improvement initiatives.
  • Ensure SLA achievement, service quality, system availability, and customer satisfaction.
  • Manage relationships with external vendors and outsourced service providers.
  • Lead regular service reviews and vendor performance meetings.
  • Support IT Operations across cinemas and corporate offices in multiple countries.
  • Work closely with senior business stakeholders and IT leadership teams.
  • Manage IT budgets, resource planning, and operational costs.
  • Drive continuous improvement, operational efficiency, and service excellence.

The Successful Applicant

  • Proven experience in a senior IT Operations or IT Leadership role.
  • Experience within complex multi-site or international organizations.
  • Strong people management experience, including hiring, coaching, mentoring, and team development.
  • Experience building or managing Shared Services or centralized IT support functions.
  • Strong background in Service Management and IT Operations.
  • Experience managing third-party vendors and outsourced services.
  • Experience working with Infrastructure, Cloud, Application Support, and Service Delivery teams.
  • Budget ownership and financial management experience.
  • Strong leadership and stakeholder management skills.
  • Excellent communication and presentation skills.
  • Strong analytical and problem-solving abilities.
  • Ability to prioritize and manage multiple initiatives.
  • Strong decision-making and organizational skills.
  • Ability to influence senior stakeholders and drive change.
  • ITIL Certification.
  • Experience in Retail, Hospitality, Leisure, Entertainment, or other multi-site environments.
  • Experience building and scaling international Shared Service Centres.
  • Experience leading geographically distributed teams.

What's on Offer

  • Benefits package: medical care, sports activity subsidy, access to life insurance.
  • Convenient location (Centrum metro station).
  • Remote Fridays.
  • Permanent employment in a key leadership role.
  • Opportunity to work in the leisure industry.
Contact
Dawid Zienkiewicz
Quote job ref
JN-072026-7071775

Job summary

Sector
Information Technology
Sub Sector
Senior IT Management
Industry
Technology & Telecoms
Where
Warsaw
Typ umowy
Permanent
Consultant name
Dawid Zienkiewicz
Job Reference
JN-072026-7071775