IT Service Manager (Mainframe) | f/m/d

About Us
ERGO Technology & Services S.A. (ET&S), a member of the Munich Re and ERGO Group, is delivering integrated IT and business services to international markets. Our expertise lies in providing advanced IT services, with a focus on modern, business-driven technology solutions. On the business side, we also support the Group in various end-to-end insurance processes, including finance, operations, and underwriting. With offices in Warsaw and Gdansk, and strong global partnerships, we foster a dynamic, multicultural environment that promotes diversity and international opportunities.

About the role
As a Service Manager, you will gain a holistic overview of the technology landscape and have interfaces with many units in the global IT organization. In this role, you will also be involved at an early stage in the resolution of operational disruptions and drive root cause analysis, as well as sustainable service improvements.
How you will get the job done
• being responsible for global end-to-end IBM mainframe services
• ensuring availability, integrity and performance of our existing mainframe solutions
• operating and enhancing the IBM mainframe platform
• managing integrations with several vendors
• overseeing service delivery in cooperation with external service providers
• being responsible for Incident, problem and change management in line with ITIL processes
• preparing and maintaining documentation, reports and dashboards for technical and management audiences
• ensuring compliance with local and international regulatory requirements (e.g. GDPR, DORA, data retention laws and industry standards)
• supporting internal and external audits by preparing documentation and evidence
• providing consulting and guidance to stakeholders on mainframe strategies
• enabling service restoration incl. classification, prioritization and documentation of major incidents by driving of task forces and communication of results according to global process guidelines
• tracking delivery issues and identified mitigating actions across IT services, IT providers and other IT units derived from Incident- and Problem records
• managing and monitoring operational key metrics (SLAs, KPI trends) and identification of adjustments from a customer resp. user perspective
Skills and experience you will need
• fluency in English
• university degree in IT or business information management or equivalent qualification
• strong expertise in IBM mainframe solutions
• 5+ years of experience in delivering results in a fast paced, global and regulated business environment
• 3+ years of experience managing external service providers
• wide operational major incident- and problem management experience in a global IT environment
• good understanding of data protection laws, regulatory frameworks and compliance standards
• practical knowledge of change management processes
• sound IT infrastructure experience as well as quality and results orientation
• ITIL certified or readiness to pursue one with our support
• flexibility and bringing a curious and creative mindset, being open to new things and able to propose innovative ideas
• excellent collaboration and communications skills to deal with senior leaders, stakeholders and executives and to build and nurture business relationships
• practical project management experience
• outstanding ability to think in a global meta-organizational, networked manner
Perks & Benefits
Let's be healthy
Medical package, sports card, and numerous sports sections – these are some of the benefits that help our employees stay in good shape.
Let's be balanced
Work-life balance is a key aspect of a healthy workplace. We offer our employees flexible working hours, a confidential employee assistant program, as well as the possibility of remote working. However, staying at home with our in-office gaming room and dog-friendly office in Warsaw won’t be easy.
Let's be smart
We organize numerous workshops and training courses. Thanks to hackathons and meetups, our specialists share their expertise with others. Additionally, we have a wide range of digital learning platforms and language courses.
Let's be responsible
Each year, we participate in several CSR activities, during which, together with our colleagues, we do our best to create a better future.
Let's be fun
Company-wide bike races and soccer matches, film marathons in our cinema room or other engaging team-building activities – we got it covered!
Let's be diverse
Every team member is valued, regardless of gender, nationality, religious beliefs, disability, age, and sexual orientation or identity. Your qualifications, experience, and mindset are our greatest benefit!