Manager SysOps

• Contract of employment
• Hybrid work from Gdańsk

O naszym kliencie

We are recruiting for Acrisure, a global fintech and insurance solutions company that is significantly expanding its presence in Poland through a new operational hub in Gdańsk. Located in Olivia Centre, the Gdańsk office will support Acrisure's growing international operations across key functions including Finance & Accounting, FP&A, Compliance, IT, Cybersecurity and HR. Globally, Acrisure operates across 19 countries, employs around 20,000 people and generates approximately $5 billion in annual revenue. The company promotes a collaborative, entrepreneurial culture built around ownership, innovation and delivering meaningful value to clients.

Opis stanowiska

Operations and Service Reliability

• Oversee the daily operations of enterprise service technologies, ensuring availability, performance, and reliability targets are consistently met.
• Lead incident, problem, and change management processes, driving rapid resolution and root-cause remediation across platforms and integrations.
• Monitor and report on operational health metrics, proactively identifying and resolving risks before they impact the business.

Delivery and Execution

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

Team Leadership

• Lead and develop a team of operations and delivery staff, fostering accountability, growth, and day-to-day engagement.
• Set clear performance expectations, provide coaching and regular feedback, and support the development of team members.
• Provide technical and operational guidance to administrators, developers, integration engineers, and analysts.

Governance and Compliance

• Enforce platform and operational governance policies and procedures to ensure compliance with relevant regulations and standards.
• Drive documentation, training, and ongoing refinement of operational standards, runbooks, and application monitoring.
• Maintain disciplined intake, ownership, and handoff processes across platforms and integration teams.

Stakeholder Management

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

Innovation and Improvement

• Identify opportunities to leverage new features, automation, and AI capabilities to improve efficiency and the user experience.
• Champion continuous improvement, reducing manual effort and operational toil through automation.

Budget and Performance

• Provide input to budget planning and resource allocation for operations and delivery, and help identify cost savings.
• Define and track key performance indicators (KPIs) to measure operational success and identify areas for improvement.

Profil kandydata

• Strong understanding of ITSM and ITIL frameworks.
• Proven ability to lead and motivate a team, manage day-to-day delivery, and drive operational results.
• Experience directly supervising a technical team, including hiring, coaching, and performance management.
• Working knowledge of ServiceNow, cloud and API operations (Azure preferred), and enterprise application integrations.
• Able to work independently and enjoy a high degree of interaction with team members.
• Ability to contribute to a collaborative environment by consistently demonstrating teamwork, high motivation, positive behavior and effort to achieve goals and objectives.
• Self-motivated and driven.
• Effective written and verbal communication, including the ability to actively listen with all levels of the organization.
• Outstanding problem solving and customer service skills.
• Excellent time management and prioritization skills.
• Attention to detail and commitment to a high level of accuracy.
• Ability to multitask, prioritize, work independently, and use discretion surrounding sensitive and confidential data and information.
• Ability to maintain a professional demeanor and positive attitude.

Education and Experience

• Bachelor's degree or equivalent work experience in a relevant field.
• ServiceNow System Administrator certification or equivalent platform expertise preferred.
• Minimum 3 to 5 years of experience in IT operations or service delivery, preferably in a shared services environment.
• Minimum 2 years of experience in a supervisory or team-lead capacity.
• Experience operating or supporting ServiceNow, cloud/API platforms, or enterprise application integrations.
• Experience with Microsoft Office Suite including Word, Excel, Power Point, Outlook, SharePoint.

Oferujemy

• Private healthcare package with Luxmed
• Life insurance with Unum
• MyBenefit cafeteria platform
• Hybrid work model - 3 times per week from the office in Gdańsk (after completing 3m probation period working 4 times per week from the office)
• Relocation support for selected roles - we'll help make your move to Gdańsk easy with financial relocation assistance tailored to you or your family
• Competitive compensation that reflects your impact
• Real career growth and learning opportunities within a global organization