IT Infrastructure & Service Manager

Location: Wilanow, Warsaw (Hybrid 3 days in the office) Contract Type: B2B Language Requirements: Fluent Polish and English About the Role We are looking for a hands-on IT Operations Lead to take ownership of IT infrastructure and IT service delivery across Poland and Hungary. This is not a corporate management role focused on large teams and multi-million-euro budgets. We are looking for someone who enjoys being close to the technology, understands operational realities, and is comfortable combining strategic thinking with day-to-day execution. You will support approximately 200 users across Poland and Hungary, working with a modernized infrastructure consisting of Azure services and two small data centres. You will coordinate internal and external service providers, drive operational improvements, and ensure reliable delivery of IT services across the organization. This is a hybrid position combining operational leadership, vendor management, service governance, and technical coordination. What You Will Be Responsible For IT Operations & Infrastructure Oversee daily IT operations across Poland and Hungary Coordinate infrastructure services delivered through internal teams and external vendors Support and improve Azure-based services and on-premises infrastructure Coordinate maintenance activities, system changes, upgrades, and operational improvements Ensure high availability and stability of business-critical systems Service Management Manage and improve Incident, Problem, Change, Configuration and Asset Management processes Monitor service performance and vendor SLAs Drive continuous service improvement initiatives Improve end-user experience and service quality Support Service Desk and infrastructure support activities Vendor Management Manage relationships with infrastructure and service providers Monitor vendor performance against contractual commitments Coordinate escalations and issue resolution Participate in supplier selection and service reviews IT Procurement & Budget Support Coordinate purchasing of hardware, software and IT services Support IT budget planning and cost control activities Ensure compliance with internal procurement procedures Governance, Security & Risk Ensure compliance with IT policies and operational standards Support audits and compliance activities Coordinate Business Continuity and Disaster Recovery activities Identify operational risks and implement mitigation measures Support IT security initiatives and operational controls Business Collaboration Act as a bridge between business stakeholders and IT service providers Communicate risks, incidents, planned changes and improvement initiatives Support IT transformation and modernization projects What We Are Looking For Essential Minimum 3 years of experience in IT Operations, IT Infrastructure, Service Management or similar role Practical experience managing outsourced IT services and vendors Strong understanding of ITIL processes, especially Service Operation, Service Transition and Service Design Good understanding of Azure and modern IT infrastructure environments Experience coordinating support teams and external providers Knowledge of IT security fundamentals Experience with incident, problem and change management Fluent Polish and English Nice to Have ITIL certification Azure certifications Experience working in small or medium-sized organizations Experience supporting multi-country operations Knowledge of Business Continuity and Disaster Recovery processes What Will Make You Successful You are a pragmatic and hands-on professional who enjoys solving operational challenges. You are comfortable working independently, take ownership of problems, and focus on delivering reliable services to users. You can discuss infrastructure with technical specialists while also communicating effectively with business stakeholders. Recruitment Process Stage 1: Interview with the Hiring Manager and HR Stage 2: Technical interview with the IT Leadership Team If you enjoy combining operational leadership with hands-on IT management and want to have visible impact in a growing international organization, we would like to hear from you.