![Emerge Soft Sp. z o.o.](https://media.trabajo.org/img/noimg.jpg)
IT Service Delivery Manager for Critical Payments Systems
3 days ago
About the Role:
Emerge Soft Sp. z o.o. seeks a seasoned IT Service Delivery Manager to oversee and manage the response to critical IT incidents within our Payments division.
The successful candidate will be responsible for ensuring timely restoration of services, communicating with stakeholders, and driving continuous improvement in incident management processes.
Key Responsibilities:
- Lead the incident management process for all critical IT and business service disruptions connected to Payments, ensuring that incidents are classified, prioritized, and escalated correctly.
- Act as the primary point of contact during major incidents, coordinating with IT support, operations, and business stakeholders.
- Ensure incidents are resolved within agreed Service Level Agreements (SLAs) and minimize downtime or business impact.
- Provide incident status updates to stakeholders, ensuring transparent and timely communication throughout the resolution process.
- Direct and manage a cross-functional team to investigate and resolve incidents, as well as execute operational tasks such as upgrades or similar.
- Foster a culture of continuous improvement, facilitating and leading incident post-mortems to identify root causes and recommend corrective actions.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- 3-5 years of experience in incident management, IT service management (ITSM), or IT operations.
- Strong knowledge of ITIL or other incident management frameworks.
- Experience with incident management tools and ticketing systems (JIRA).
- Excellent communication and interpersonal skills, with the ability to manage multiple stakeholders.
- Strong problem-solving skills and the ability to remain calm under pressure.
PREFERRED QUALIFICATIONS:
- ITIL certification or other relevant industry certifications.
- Experience with cloud platforms (GCP) and modern IT service management practices.
- Experience in leading or managing cross-functional teams.
BENEFITS:
- Degree
- ITIL
- Jira
- Communication skills
- Stakeholder management
- Problem-solving skills
- Leadership skills
- Cloud
- GCP
- Sport subscription
- Private healthcare
- Flat structure
- International projects
- Free coffee
- Canteen
- Bike parking
- Modern office
- Startup atmosphere
- No dress code
Company Overview:
Emerge Soft Sp. z o.o. is a dynamic company dedicated to delivering cutting-edge solutions in the Payments sector. Our commitment to innovation, quality, and customer satisfaction drives us to seek exceptional talent to join our team.
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