IT Process Manager with French

Technologies we use

Expected

• ServiceNow
• Jira

About the project

We are looking for a Process Manager with strong knowledge of ITIL practices and operational processes, particularly within Incident, Change and Problem Management. In this role, you will drive process governance, continuous improvement initiatives and operational excellence across IT and business functions. You will work closely with cross-functional teams to analyse, optimize and standardize processes, ensuring efficiency, compliance and service quality while supporting daily operations and transformation projects.

Please note that we can only consider candidates located in Poland who are open to working in a hybrid model with regular attendance at our Katowice office.

Your responsibilities

• Manage and continuously improve IT service management processes, with a focus on Incident, Change and Problem Management.
• Analyse existing processes, identify inefficiencies and implement improvement initiatives to increase productivity, quality and operational performance.
• Ensure adherence to ITIL best practices, internal standards and governance frameworks.
• Collaborate with operational, technical and business stakeholders to define, document and optimize end-to-end processes.
• Lead process mapping, process reviews and process documentation activities.
• Monitor process performance, identify risks and implement corrective and preventive actions.
• Participate in operational meetings, service reviews and project activities, ensuring alignment between business objectives and operational processes.
• Support the implementation of new processes, tools and ways of working across teams.
• Provide guidance, knowledge sharing and training on process management standards and methodologies.
• Contribute to continuous improvement, innovation and operational excellence initiatives.
• Support incident, change and problem review activities, including root-cause analysis and process compliance monitoring.
• Prepare reports, KPIs and process-related documentation for management and stakeholders.

Our requirements

• 3+ years of experience in Process Management, IT Service Management or related operational roles.
• Strong practical knowledge of ITIL and ITSM processes.
• Hands-on experience with Incident Management, Change Management and Problem Management.
• Experience in process analysis, process mapping and process improvement initiatives.
• Ability to create and maintain process documentation, procedures and governance standards.
• Experience working with cross-functional teams and multiple stakeholders.
• Strong analytical and problem-solving skills.
• Understanding of operational risk management and process compliance.
• Excellent communication and stakeholder management skills.
• French min. B2

Optional

• ITIL certification.
• Experience with ServiceNow, Jira Service Management or similar ITSM tools.
• Knowledge of Lean, Six Sigma or Continuous Improvement methodologies.
• Experience in enterprise or international environments.
• Project management experience.
• Experience with KPI reporting and process governance.

What we offer

• BENEFITS (UoP): Luxmed, Medicover Sport, Worksmile, educational platforms, languages learning platform, referral bonus, copyrights, life insurance, certifications (paid by the company), conferences, Tech Lunches, possibility to join our Communities (Project Management, Architecture, Security, Process Management, Leadership, AI and Cloud), local kindergarten.
• DEVELOPMENT OPPORTUNITIES (B2B): Tech Lunches, Worksmile, possibility to join our Communities (Project Management, Architecture, Security, Process Management, Leadership, AI and Cloud).
• ADDITION: free parking, fresh fruits, workation.

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• sharing the costs of professional training & courses
• life insurance
• remote work opportunities
• flexible working time
• fruits
• integration events
• no dress code
• coffee / tea
• parking space for employees
• leisure zone
• employee referral program

Recruitment stages

• a short phone call with a recruiter (30 min max)
• one-hour long interview on Teams

Additional Information

All information about salary range and its additional components will be provided during the 1st stage of recruitment process.

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

Sopra Steria Polska Sp. z o.o.

Sopra Steria is one of the largest players in the tech industry in Europe, known for its consulting, digital services and software development. We operate in nearly 30 countries in the world, hiring more than 55,000 employees.

The Polish branch, as the Global Delivery Center, operates in Katowice since 2007 and has been growing ever since. Currently, our team consists of around 1,000 specialists.

Within the Digital Platform Services department, our teams specialize in areas such as cloud, operating systems, virtualization, databases, backup or storage, as well as networking and security. We also have 1st line support consultants who speak French and English, but also Italian, Spanish, Portuguese and German.

The Application Services department is responsible for areas such as software development, data engineering, testing services, CRM, ITSM and ERP platform integrations, as well as application management for customers in Scandinavia, Benelux, France, Germany, Switzerland and the UK.