Service Management Lead – Europe (Risk & Compliance Technology)

Service Management Lead – Europe (Risk & Compliance Technology)

📍 Kraków, Poland | 2 days per week in the office
📄 Permanent employment contract | Direct employment with the Client

For our Client – a global financial institution operating across international markets and delivering strategic technology initiatives within Risk & Compliance – we are looking for an experienced professional to join as a Service Management Lead responsible for the European region.

This role combines leadership, operational accountability, and real impact on the stability and evolution of a complex technology landscape within a large-scale enterprise environment.

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Key Responsibilities

• Lead and develop the Service Management organization in Europe, setting high standards for quality and delivery

• Own and oversee Incident, Problem, and Change Management processes (during European business hours, with on-call support when required)

• Drive cost optimization and reduce manual effort (TOIL) through automation initiatives

• Collaborate closely with DevOps, development, and infrastructure teams to ensure system stability and rapid recovery

• Enhance monitoring capabilities and proactively manage vulnerabilities

• Support change portfolio definition and execution

• Ensure compliance with internal standards and regulatory requirements

• Build a high-performing, engaged team culture focused on ownership and continuous development

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Requirements

• Several years of experience in a Service Management Lead / Architect role or managing delivery in complex technology environments

• Strong knowledge of ITSM practices and experience working with global stakeholders

• Experience in cloud environments (GCP, AWS, Azure or similar)

• Solid understanding of DevOps principles and collaboration with engineering teams

• Experience within large enterprises operating complex system landscapes

• Ability to operate effectively in high-pressure and crisis situations

• Strong communication and stakeholder management skills

• Technical education (or equivalent practical experience)

• Experience with ServiceNow is an advantage

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What the Client Offers

• Stable, permanent employment (employment contract)

• Real impact on technology operations within a global organization

• International, expert-level working environment

• Career growth opportunities within a large financial institution

• Hybrid work model – 2 days per week in the Kraków office