Service Manager – M.PIM Tools

Company Description

About us:

Passion for food. Hunger for tech. We make METRO digital.

Today technology is driving the world. And at METRO.digital we are driving the technology for one of the leading international wholesalers specializing in food - METRO. From e-commerce to checkout, to delivery software, we work on a wide range of products to make each day a success for our customers and colleagues. With passion and ownership, we build the future of wholesale.

You are driving to create smart solutions for customers around the globe? You want to grow in a flexible environment? Let the right career opportunity find you and join us About the Role:

We are seeking a highly skilled and structured Service Manager to oversee and continuously improve the operational delivery of IT services across METRO's digital and infrastructure landscape.

The Service Manager ensures reliable service operations, effective vendor coordination, and continuous service improvement in cloud-based and enterprise IT environments. The role combines technical service management, incident coordination, stakeholder communication, and vendor performance management to guarantee stable, secure, and high-performing IT services.

Job Description

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

• Article Composer - a component of M.Article Listing Tools solution which enables the user to compose articles with multiple GTIN's 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 METRO's 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

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• 5–8+ 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 METRO.digital?

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 ... it´s time to upskill your career.

Support with individual solutions: we are people-caring

At METRO.digital, we promote work-life balance through a hybrid working model. You'll 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.

Let´s connect soon. Apply for the role now

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