Operations Manager — Support Services

Workplace: Remote (optional hybrid)

Workload: Full-time

Type of Contract: B2B

About Us We're a small, agile consulting company that punches way above its weight. Our clients are large enterprises with globally recognizable brands, and we deliver IT services that keep their critical systems running. If you want ownership, autonomy, and direct impact on enterprise accounts, this is the place.

The Role You'll own end-to-end delivery of support services for our live enterprise clients. That means SaaS and custom application support, managed services, consulting, and advisory, delivered by a team of ~10 specialists who report directly to you. You report to the Head of Operations.

This isn't a "keep the lights on" role. You'll shape how we deliver, how we grow accounts, and how we measure success. You'll sit at the intersection of operations, client relationships, and team development.

**What You'll Do

Own service delivery** across all active client accounts, ensuring SLAs, quality standards, and client satisfaction targets are consistently met

Lead and develop a team of ~10 technical experts, setting clear expectations, removing blockers, and building a high-performance culture

Build and maintain relationships with key enterprise clients , acting as a trusted advisor who understands their business context, not just their tickets

Set and enforce operational standards , including processes, escalation paths, documentation, and quality controls that make delivery bulletproof

Design KPIs and reporting for the entire support operation, giving the team and leadership clear visibility into performance

Partner with account management on growth planning , identifying opportunities to expand services within existing accounts

Drive continuous improvement , challenging the status quo and bringing structure where it's needed without killing agility

Must-haves What We're Looking For

• 5+ years of experience in IT services, consulting, or a similar environment
• Proven track record managing service delivery teams in a B2B or enterprise context
• Strong advisory and consulting mindset: you understand what enterprise clients need, often before they articulate it
• Operational excellence: you build processes that scale and hold up under pressure
• Experience with SaaS platforms, application support, or managed services
• Comfort working with senior stakeholders at large organizations
• English at C1 level or above (non-negotiable)

Big Pluses For

• Polish language skills
• Experience with ITIL, ITSM frameworks, or structured service management methodologies
• Background in HR tech, LMS, or talent management platforms
• Experience growing accounts or contributing to commercial strategy
• Skill in playing darts or table soccer

**What We Offer

Full autonomy** : we're a small org that trusts its leaders to lead

Enterprise exposure : you'll work directly with globally recognized brands

Compensation : competitive base salary + performance bonus tied directly to account success. The better your accounts do, the more you earn

Benefits : Multisport card, private healthcare, training budget

Flexibility : fully remote with optional hybrid. Onsite in Warsaw approximately once per quarter

Impact : your decisions will visibly shape how the company operates, not disappear into a corporate machine

Who We Are – In a Nutshell We are a leader in technology services for companies in regulated industries. We have completed hundreds of projects for clients around the world and have over 24 years of experience in the market, with a particular focus on areas such as life sciences, QA, validation, cloud systems, human capital management (HCM), and Salesforce.

Industry: We operate globaly in the IT sector z własnym zapleczem developerskim

Clients: Oriflame, Sanofi, Coca-Cola and many others.

How do we work? See what our employees say👉 Piotr i Julia