ITSM Practice Manager

Kraków / remote


We are called People More because we treat our employees with respect, but also because the projects we work on are for people and should be easy and pleasant to use. We are technological, but we look at the bigger picture :)

People More has been in existence for over three years and is an offshoot of one of the country's oldest interactive agencies - Insignia. The company is made up of people with a huge client base in the country and abroad, for whom we build projects from scratch (UX, UI, frontend, backend, mobile) or in part. We work directly for our clients and also support our partners in their own solutions. This ensures a wide range of projects and the ability to change! We work with clients all over the world.

For the project that we are working on with our foreign partner, we are looking for ITSM Practice Manager. You will work across all the functional areas within the IT and ensure processes within your scope are defined, implemented, adhered to and aligned with business needs.

Your duties will include: 

  • Responsible for the further development and optimization of established practices, help with the automation and digitalization of services and promote the development of innovative ITSM enablement technology strategies
  • Crate / redesign Change Enablement and Release & Deployment practices, communicate and enforce them effectively across IT, track performance, report on process quality and drive continuous improvement
  • Iteratively improve technical and organizational processes and cross-collaboration
  • Requirements engineering for the practices in scope for ITSM enablement platform and collaborate closely with technical team for their, refinement, planning, validation (testing) & production rollout
  • Provide process guidance and trainings – both internal and external – and enforce process compliance
  • Establish process KPIs, produce and provide regular reports to management and various IT delivery units
  • Work closely with the technical teams as well as interfaces on topics such as service reviews and Process KPIs
  • Actively contribute to ITSM projects at an operational and strategic level and drive continuous process improvement
  • You actively seek exchange with other experts, thereby sharing and expanding your knowledge at the same time
  • Drive Process standardization, enforcing ITIL best practices.

Requirements that must be met:

  • Hold a university degree in IT and/or relevant professional experience in the IT sector
  • Several years of experience in the area of IT Service Management in ITIL driven corporate environment
  • At least 5 years proven track record in Change enablement and/or Release & Deployment process design, implementation, enforcement, continuous improvement
  • Experience with IT Service Management Platforms (Jira and/or ServiceNow preferred)
  • Good understanding of modern IT infrastructure and application architecture
  • ITIL certification (Foundation is a must, advanced levels are considered an advantage)
  • Ideally, you have already gained experience in applying ITIL practices in DevSecOps environment or have been part of Agile / DevSecOps transformation
  • Strong analytical skills and communicate convincingly and confidently with both technical and business stakeholders, including ability to successfully pass on a message to large audiences  
  • Agile mindset and a high level of quality awareness, enjoy sharing your know-how and are confident in dealing with both face to face and virtual collaboration
  • Ability to shape change positively and constructively
  • IT Vendor management experience in a multi-vendor IT delivery environment is a plus
  • Very good English and Polish
  • German is a plus

What we offer:

  • We are open and honest and we solve problems instead of generating them.
  • Maybe it’s obvious, but we really respect our employees and associates. We used to be software developers, too, and we appreciate that job!
  • A small team
  • An international working environment and international projects
  • Private medical care
  • Sports card
  • Training courses
  • Work that is 100% remote (unless you prefer another system)

We have an office in Kraków, but if you like to work remotely, that’s absolutely fine. Over the next few months, we plan to continue working this way. After that, you decide according to what you prefer. We are OK with fully remote work. For us, you can be located anywhere. :)

If you are not sure if you meet the requirements, apply—we’ll talk and give you an honest answer.

Why it’s a good idea to work with People More?

  • If you are not satisfied with your work or your tasks, we’ll find a way out together!
  • If you get bored, we will offer you a new product and new, fascinating tasks
  • We will work on your brand together: you will get an opportunity to attend conferences, including as a speaker, and we will help you publish in recognized magazines and online
  • We will facilitate your access to challenges that are usually difficult to get
  • At any time, you can talk directly to the board of People More—we talk your language because the company’s founders are software developers and designers!

What does the recruitment process look like?

  • A friendly remote initial interview
  • A remote technical talk
  • The decision to work together!

What does the recruitment process look like?

A friendly initial interview
A technical talk
The decision to work together!



Kraków / remote


100 - 180 PLN/h B2B

Employment contract

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