Job Description
This position acts as a bridge between technology, delivery teams, and business functions — aligning operations with platform strategy and supporting METRO’s digital transformation journey for the following components:
- Article Composer - a component of M.Article Listing Tools solution which enables the user to compose articles with multiple GTIN’s and their packaging hierarchies.
- Inbound Poland - Category Managers update prices and conditions for METRO Poland, supervised via approvals by Master Data Management.
- Brand Data Management Module – An application for creating and managing brand reference data.
Key Responsibilities:
- Own and manage day-to-day IT service operations, ensuring stability, availability, and alignment with METRO’s IT Service Management framework.
- Act as second-line escalation point for incidents, service requests, and operational risks, ensuring timely and transparent resolution.
- Coordinate with vendors, internal squads, and platform teams to handle changes, releases, and service improvements.
- Monitor and optimize system performance across cloud and on-prem environments (AWS, Azure, GCP).
- Drive continuous improvement initiatives based on SLA performance, incident analysis, and customer feedback.
- Support integration of DevOps and Agile practices into service operations.
- Maintain service documentation, operational workflows, and architecture-relevant details for knowledge transfer.
- Prepare and present OKRs, KPIs, and service health reports to management and stakeholders.
- Collaborate with Risk & Compliance teams to ensure adherence to policies, regulations, and security standards.
- Promote transparency and alignment across squads, platforms, and external vendors to ensure service quality and business continuity.
Qualifications
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- 5–8+ years of experience in IT Service Management, Operations, or Vendor Coordination in enterprise or cloud-based environments.
- Strong understanding of ITIL processes (Incident, Problem, Change, Service Level, Vendor Management).
- Hands-on experience with cloud platforms (AWS, Azure, GCP) and enterprise technologies.
- Proven experience managing external vendors, SLAs, and contract performance.
- Practical knowledge of ITSM tools (ServiceNow, Jira Service Management) and monitoring tools (DataDog, Grafana, Kibana, Power BI).
- Familiarity with Agile and DevOps delivery models.
- Excellent analytical, communication, and stakeholder management skills.
- Structured, proactive, and reliable working style with strong problem-solving abilities.
Nice-to-Have Skills
- ITIL Foundation / Intermediate (Service Operations or Service Transition).
- Agile / Scrum certifications (e.g., PSM I, SAFe).
- Vendor or Contract Management training (optional but advantageous).
- Exposure to enterprise integration platforms, middleware, and observability solutions.
- Understanding of Continuous Service Improvement (CSI) and automation concepts in service operations.
- Experience in multi-vendor and multi-country environments.
Additional Information
What we offer at METRO.digital?
Hybrid and agile work: thrive in a flexible, multicultural environment.
We offer support whenever you need it - at every stage of your professional journey.
We want you to become the best version of yourself with individual and company-wide programs and trainings for people development. Focused among other on development, leadership, appreciation ... it´s time to upskill your career.
Support with individual solutions: we are people-caring!
At METRO.digital, we promote work-life balance through a hybrid working model. You’ll be part of self-organizing, multicultural teams that collaborate in an agile setup.
People development: when you grow so do we!
Want to know more about all our benefits? Discover more here.
Let´s connect soon. Apply for the role now!
Position grade within our career framework: Service Manager 2 (Md5).
