IT Operations Process Manager

Solaris Bus & Coach sp. z o.o. is a leading producer of city and intercity buses in Europe. It focuses on the development of low-emission and zero-emission vehicles, i. e. electric and hydrogen buses as well as trolleybuses. Over 26,000 Solaris vehicles have been delivered so far and they ply the streets in 850 towns and cities across 33 countries located throughout Europe as well as beyond it. Solaris is part of the Spanish CAF Group (Construcciones y Auxiliar de Ferrocarriles) S.A. and employs over 3000 people in Poland and abroad. From conception, to the design and manufacturing phases, all Solaris buses are produced in Poland. All activities undertaken by the company are in line with its mission, which is reflected in the brand’s promise: to change the image of public transport. Solaris also actively partners with public transport operators and provides them with comprehensive support in their transition to zero-emission mobility. The Solaris 18 hydrogen bus has won the prestigious 'Bus of the Year 2025' title.

We are looking for a Candidate for the position of:

IT Operations Process Manager

Your Tasks:

• supporting the creation of an integrated technology support organization based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business,
• implementing continuous improvement of key indicators through process, system and organisation improvement,
• ensuring that event, incident, major incident, problem, change and Configuration management processes are implemented effectively,
• motivating other teams through effective and proactive leadership techniques in stressful situations,
• maintaining a framework of KPIs and service metrics. Ensures that service levels and goals are met and corrective measures are implemented to maintain performance goals,
• leading and implementing operational projects or organizational changes as part of IT process optimization,
• partnering with relevant leadership teams on technology implementation. Ensure impacts on the department are understood and that mechanisms are in place to manage these impacts and ensure service continuity,
• implementing effective business continuity and disaster recovery plans for leading an integrated technology support organization based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business,
• developing and maintaining strong working relationships across all IT disciplines, and with 3rd party suppliers and outsourced service partners.

Our Requirements:

• 5+ years experience working in one or more of the following areas: Incident Management, Infrastructure Operations, or Network Operations,
• 5+ years experience in an Enterprise-level support environment. Experience in a service delivery environment and understanding of technical support processes and workflow,
• working knowledge of ITIL is required. Foundation certification is expected. Must be able to effectively communicate with owners of ITIL Disciplines (Incident/ Problem, Change, Release, and Configuration) to provide effective IT support to the end users,
• strong critical thinking, analytical, problem-solving, and decision-making abilities Ability to proactively communicate to senior leadership on areas of opportunity and a solutions-oriented problem solver,
• experience in leading multiple IT support teams,
• English level min. B2,
• good knowledge of the Jira Software
• highly developed soft skills, especially communication and leadership,
• ability to make independent decisions,
• administrative skills, analyzing data and creating clear reports.

We offer:

• employment in a company with a stable market position
• opportunities for development and working in an international environment
• annual bonus
• vacation subsidy
• meal subsidy
• flexible working hours between 6:00 AM and 9:00 AM
• hybrid work model
• private medical care – PZU Zdrowie
• benefits platform – you choose what suits you: sports card (Multisport/Medicover Sport), points to spend on cinema, shopping, restaurants, trips, etc.
• group insurance – option to join group insurance with Allianz/PZU
• on-site nursery – located next to the company headquarters
• foreign language learning – online English classes with a tutor sponsored by the employer
• training and development – opportunity to take part in internal recruitment processes, job-relevant and business-need-based training, internal courses, co-financing for postgraduate studies
• employee parking
• employee referral program – financial bonus for hiring a referred candidate
• employee pension program – optional additional retirement savings
• "I've Got an Idea" program.