Senior Service Manager

For Digital Hub Warsaw, we are looking for:Senior Service ManagerYou will lead and optimize the delivery of IT services through effective vendor management and performance oversight, ensuring alignment with company standards and business objectives. The role is responsible for managing service level agreements, driving operational excellence, and maintaining strategic relationships with third-party service providers while serving as the primary liaison between external vendors and internal stakeholders. This position plays a crucial role in maximizing the value of IT investments through performance monitoring, continuous improvement initiatives, and strategic service delivery management, ultimately contributing to the organization's operational efficiency and technological advancement.Key Tasks & Responsibilities:Vendor Management of Service Delivery Contracts ( relationship management; management of supplier performance and quality of managed services within the Service Objects List; Review and monitoring of contracts delivery, operational onboarding of new applications)Escalation ManagementMajor Incidents supportSystem Owner role support (if required) for orphaned applications to ensure operational continuityDrive service adoption and ensure consistent service designDefine templates and quality standards for service descriptions, service portal, approval authority matrices, and service levels execution oversightEnsure delivery of IT services as requested and service readinessEvaluate service level performance and ensure to achieve the highest value from the partner ECO system (including own delivery)Assist in consumption monitoring ExecutionResponsible for facilitating the service providers by steering and managing the operational interfaces for service processesEscalate, analyze, and resolve service performance issues – Reports and monitors KPIs and performance SLAsInitiate request for and reviews contract changesRepresent Bayer in the service delivery committees LeadershipBuild and maintains a strong relationship with all key stakeholdersDrive continuous improvement and enables innovationQualifications & Competencies:University degree in computer science, business administration, or related field and 5+ years experience as a Service ManagerPerformance management/transformation/ project managementContract management and good practices principlesBusiness/system analysis, program/project management, or related advisory or delivery exp.Performance measurement methods and tools (e.g., scorecards, volumetric, etc.)Business targets and IT department strategy and roadmapExternal service environment (e.g. related IT services, projects, initiatives, functions, etc.)Service delivery and performance section of the contract(s)Performance management, incl. development of Key Performance Indicators, scorecards, reportsIT Service Management and / or expertise in the systems, business processes and applicationsRelevant technical IT aspects – ITIL, GISCDemonstrated experience in managing relationships in outsourcing scenariosCommunication and presentation skillsWhat do We offer:A flexible, hybrid work modelGreat workplace in a new modern office in WarsawCareer development, 360° Feedback & Mentoring programmeWide access to professional development tools, trainings, & conferencesCompany Bonus & Reward StructureVIP Medical Care Package (including Dental & Mental health)Holiday allowance ("Wczasy pod gruszą")Life & Travel InsurancePension planCo-financed sport card - FitProfitMeals Subsidy in OfficeAdditional days offBudget for Home Office Setup & MaintenanceAccess to Company Game Room equipped with table tennis, soccer table, Sony PlayStation 5 and Xbox Series X consoles setup with premium game passes, and massage chairsTailored-made support in relocation to Warsaw when neededPlease send your CV in EnglishYou feel you do not meet all criteria we are looking for? That doesn't mean you aren't the right fit for the role. Apply with confidence, we value potential over perfection.WORK LOCATION: WARSAW AL.JEROZOLIMSKIE 158 YOUR APPLICATION Bayer welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.Bayer is committed to providing access and reasonable accommodations in its application process for individuals with disabilities and encourages applicants with disabilities to request any needed accommodation(s) using the contact information below.Bayer offers the possibility of working in a hybrid model. We know how important work-life balance is, so our employees can work from home, from the office or combine both work environments. The possibilities of using the hybrid model are each time discussed with the manager.Bayer respects and applies the Whistleblower Act in Poland.Location: Poland : Mazowieckie : WarszawaDivision: CHReference Code: 855546Location:Poland : Mazowieckie : WarszawaDivision:CHReference Code:855546