Operations Manager for IT Operations

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At Galderma, we actively give our teams reasons to believe in our ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Job Title: Operations Manager for IT Operations

Location: Cracow, Poland

We are seeking an experienced IT Operations Manager to join and support our Operations Team. In this role, you will be responsible

for orchestrating and delivering the operational activities of IT for Operations Services. You will lead the coordination and

supervision of both internal teams and external third-party partners to ensure the effective delivery and performance of these

services.

Your responsibilities will include planning and onboarding new operational activities, overseeing their successful execution, and

providing guidance to the existing team as needed. You will also oversee the IT Operations budget and lead the monthly demand

and budgeting process, ensuring financial alignment with operational goals. The ideal candidate will bring a strong background

in ITIL Service Management, with proven experience in Supply Chain, serialization, and manufacturing domains. A deep

understanding of end-to-end application integration, combined with a customer-centric and continuous improvement mindset, is

essential for success in this role.

Key Responsibilities:

• Accountable for Integration Service Continuity and ensuring high levels of service availability through appropriate monitoring and preventative actions.
• Build and maintain Integration Services operational activities in cooperation with IT Service Owners and IT Solution Architects.
• Lead the integration of build activities for a smooth transition to support through agreed planning, documentation, and knowledge transfer sessions in collaboration with build and project teams.
• Map incoming business or application requests to existing or new service requirements, providing direction in regular demand meetings in collaboration with Service Owners.
• Manage day-to-day IT operations for the assigned services, including planning, supervising execution (in close collaboration with internal Galderma IT teams and 3rd party delivery teams), managing escalations, and reporting delivery progress to stakeholders.
• Oversee the IT Operations budget and lead the monthly demand and budgeting process, ensuring financial alignment with operational goals.
• Responsible for key service delivery processes including request, incident, problem, and change management, driving efficiency, prioritization, and adherence to target dates, SLAs, and support standards.
• Support major incident and critical situation resolution involving integrations.
• Participate actively in defining new supplier agreements regarding operational activities and service levels (SLAs, SLOs), and monitor/report on these according to Galderma’s framework.
• Contribute to the IT Integrations Service Catalogue, supporting service introduction, retirement, and required end-user support.
• Continuously analyze the performance of the operations framework, identify recurrent issues, gaps, and potential risks, and build mitigation and improvement plans to ensure high service quality.
• Ensure compliance and maintenance of service documentation, Configuration Management Database (CMDB), activity records (via ServiceNow), and related documentation, ensuring availability according to Galderma’s internal processes.
• Effectively communicate and coordinate inter-IT team integration demands, ensuring collaboration and activity delivery across teams (Service Desk, Domain teams, IT Infrastructure, and 3rd party teams).

Skills & Qualifications:

• 5+ years of relevant work experience in IT service delivery, direct business engagement in the application and application integration domains.
• Ground level experience in Application Integration implementation and support is a must, preferably with Boomi, Solace or Blueway experience.
• Proven expertise in managing IT service delivery in a global corporate context using ITIL methodology.
• Experience in streamlining and consolidating support processes across technologies.
• Experience with ServiceNow, Jira and DevOps a plus.
• Proven track record managing 3rd party support and delivery teams · Experience managing GxP / qualified platforms a strong plus.
• Fluent in English​​

What we offer in return:

• You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base.
• You will receive a competitive compensation package with bonus structure and extended benefit package.
• You will be able to work in a hybrid work culture.
• You will participate in feedback loops, during which a personalized career path will be established.
• You will be joining a growing company that believes in ownership from day one where everyone is empowered to grow and to take on accountability.

Next Steps:

• If your profile is a match, we will invite you for a first virtual conversation with the recruiter.
• The next step is a virtual conversation with the hiring manager. 
• The final step is a panel conversation with the extended team.

Our people make a difference

At Galderma, you’ll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.