IT Service Manager (Romanian-speaking)

We are looking for an IT Service Manager who will play a key role in building and improving IT support services for Romanian-speaking users, ensuring service stability, operational excellence, and a high-quality user experience across the organization. In this role, you will act as a key coordinator between business stakeholders, end users, internal IT teams, and external service providers.

You will be responsible for ensuring service stability, driving operational excellence, managing incidents and problem resolution processes, and continuously improving the quality of IT services.

This position requires a proactive professional who combines strong operational execution with the ability to establish standards, implement sustainable improvements, and build trusted relationships across the organization.

Your Responsibilities

• Managing and coordinating L1, L2, and L3 support services for end users, workplace environments, infrastructure services, and selected business applications
• Organizing and optimizing the IT support operating model across internal teams, business users, and external service providers
• Defining support processes, escalation paths, ownership models, and operational standards
• Ensuring service continuity and maintaining high levels of service quality and user satisfaction
• Leading and coordinating Major Incident Management activities from identification through service restoration
• Managing recurring incidents and driving Problem Management initiatives to eliminate root causes
• Overseeing Root Cause Analysis (RCA) processes and ensuring proper post incident documentation
• Monitoring and driving corrective and preventive actions following incidents and service disruptions
• Building and promoting a culture of continuous improvement, lessons learned, and operational excellence
• Coordinating cooperation with external vendors and service providers, ensuring SLA compliance and service quality
• Acting as the primary point of coordination between business stakeholders, end users, IT teams, and third-party suppliers
• Analyzing service trends, operational metrics, and user feedback to identify improvement opportunities
• Standardizing service reporting, operational communication, ticket handling processes, and documentation practices
• Identifying operational risks proactively and implementing mitigation measures
• Supporting the development of a service-oriented culture focused on accountability, responsiveness, and service quality

Our Requirements

• Fluent Romanian (mandatory)
• Good command of English for daily cooperation in an international environment
• 3-5 years of experience in IT Service Management, Service Desk, IT Operations, or Infrastructure Support
• Experience coordinating IT support teams or support processes (L1/L2/L3)
• Practical experience with Incident Management, Problem Management, and Root Cause Analysis (RCA)
• Experience working with external vendors and service providers
• Good understanding of ITSM processes and service quality principles
• Strong communication, stakeholder management, and organizational skills
• Proactive, solution-oriented mindset with a strong sense of ownership.

Benefits

• Cooperation based on B2B
• MEDICOVER healthcare package
• Multisport Card
• My Benefit Cafeteria
• Support in professional development
• Internal Mobility Program - enjoy many opportunities for career growth, job rotations, diversity of projects & technologies
• International, diverse, and inclusive working environment - get experience in global projects for worldwide leaders and enjoy multinational teams
• Referral Program - enjoy cooperation with your colleagues and get the bonus!
• 5/10 years NATEK club - we offer long term cooperation and celebrate each fifth year cooperation anniversary with gifts
• NATEK CSR Events & team buildings - enjoy our values: accountability, partnership

and expertise and #workITwithus