SLM (ITSM) Process Manager
Location
Scope
Contract
Salary
Opportunity overview
This is an exciting opportunity to join a newly formed support area, take ownership of service operations, and actively shape how this function will develop.
You will work closely with technical teams, business stakeholders, and service providers to ensure smooth support delivery, optimize ITSM processes, and maintain high service quality.
Your Responsibilities
Collaborate daily with the customer and internal support teams to ensure service expectations are met.
Act as the first point of escalation, ensuring timely and professional incident handling.
Monitor and manage operational KPIs (e.g., SLA, MTTR, CWT, QoS) across all supported services.
Develop, implement, and continuously improve ITSM processes (Incident, Problem, Change, Request Fulfillment).
Ensure alignment of ITSM practices with business and operational goals.
Lead continuous improvement initiatives for process efficiency and service stability.
Coach operational teams to drive service ownership and professional growth.
Own and maintain communication templates, ensuring clarity and professionalism in all updates.
Conduct regular assessments of team capabilities, identifying gaps and development opportunities.
What We’re Looking For
4–5+ years of experience as an independent Service Level Manager or ITSM Process Manager in application support governance.
Strong background in IT Operations environments with solid hands-on experience in ITSM processes.
Proven leadership skills with a proactive, ownership-driven approach.
Excellent communication and negotiation abilities; able to convey complex technical concepts in business-friendly language.
Experience preparing support estimates and proposals (FTE sizing, service coverage models).
Confident working with both customer representatives and internal IT teams at all levels.
Ability to translate between technical requirements and business terms effectively.
Innovative mindset focused on service quality improvements within resource and budget constraints.
ITIL certification required (ITIL v3 Foundation, ITIL v3 Service Operations, or ITIL 4 Foundation).
Strong personal motivation for continuous growth and development in IT Operations and Service Management.
Nice to Have
Experience managing SLA and OLA negotiations.
Background knowledge of IT Infrastructure, Technology Stacks, and Cloud Services.
Project Management experience.
Here's why you'll love Cloudfide
Benefits:
MyBenefit / Multisport
Enel‑Med private medical care
Professional Growth:
Annual 2,000 PLN development budget
Access to premium e-learning platforms
Real opportunities to grow your responsibilities and transition to mid-level roles
Work Environment:
Long-term collaboration (UZ or B2B)
Remote-first, work from anywhere (workation)
Flexible hours & focus on work-life balance
Work with experienced engineers who support your development
Flat structure - you have a voice and contribute directly to how we work
Culture & Integration:
Company-wide trips (including international offsites)
Team integration budgets
Friendly, supportive, and collaborative team environment
Equal opportunities
Cloudfide is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
