Service Manager – Tools & Listing Tools (mfd)

This position acts as a bridge between technology delivery teams and business functions aligning operations with platform strategy and supporting METROs digital transformation journey for the following components: 

• Article Composer - a component of Listing Tools solution which enables the user to compose articles with multiple GTINs 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 METROs 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 :

• Bachelors degree in Computer Science Information Systems or a related field.
• 58 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  

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 ... its time to upskill your career.

Support with individual solutions: we are people-caring!
At we promote work-life balance through a hybrid working model. Youll 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. 

Lets connect soon. Apply for the role now!

Position grade within our career framework: Service Manager 2 (Md5). 

Remote Work :

No

Employment Type :

Full-time