Service Manager – M.PIM Tools & M.Article Listing Tools (m/f/d)

Service Manager – M.PIM Tools & M.Article Listing Tools (m/f/d)
Bucureşti
Bucharest, Bucharest, Romania

Job Description

This position acts as a bridge between technology, delivery teams, and business functions — aligning operations with platform strategy and supporting METRO’s digital transformation journey for the following components: 

• Article Composer - a component of M. Article Listing Tools solution which enables the user to compose articles with multiple GTIN’s and their packaging hierarchies.  
• Inbound Poland - Category Managers update prices and conditions for METRO Poland, supervised via approvals by Master Data Management.  
• Brand Data Management Module – An application for creating and managing brand reference data.

Key Responsibilities:

• Own and manage
  -
  - day IT service operations, ensuring stability, availability, and alignment with METRO’s IT Service Management framework.  
• Act as
  - line escalation point for incidents, service requests, and operational risks, ensuring timely and transparent resolution.  
• Coordinate with vendors, internal squads, and platform teams to handle changes, releases, and service improvements.  
• Monitor and optimize system performance across cloud and
  - prem environments (AWS, Azure, GCP).  
• Drive continuous improvement initiatives based on SLA performance, incident analysis, and customer feedback.  
• Support integration of Dev
  Ops and Agile practices into service operations.  
• Maintain service documentation, operational workflows, and
  - relevant details for knowledge transfer.  
• Prepare and present OKRs, KPIs, and service health reports to management and stakeholders.  
• Collaborate with Risk & Compliance teams to ensure adherence to policies, regulations, and security standards.  
• Promote transparency and alignment across squads, platforms, and external vendors to ensure service quality and business continuity.  

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• 5–8+ years of experience in IT Service Management, Operations, or Vendor Coordination in enterprise or
  - based environments.  
• Strong understanding of ITIL processes (Incident, Problem, Change, Service Level, Vendor Management).  
• Hands-on experience with cloud platforms (AWS, Azure, GCP) and enterprise technologies.  
• Proven experience managing external vendors, SLAs, and contract performance.  
• Practical knowledge of ITSM tools (Service
  Now, Jira Service Management) and monitoring tools (Data
  Dog, Grafana, Kibana, Power BI).  
• Familiarity with Agile and Dev
  Ops delivery models.  
• Excellent analytical, communication, and stakeholder management skills.  
• Structured, proactive, and reliable working style with strong
  - solving abilities.  

Nice-to-Have Skills 

• ITIL Foundation / Intermediate (Service Operations or Service Transition).  
• Agile / Scrum certifications (e. g. , PSM I, SAFe).  
• Vendor or Contract Management training (optional but advantageous).  
• Exposure to enterprise integration platforms, middleware, and observability solutions.  
• Understanding of Continuous Service Improvement (CSI) and automation concepts in service operations.  
• Experience in
  - vendor and
  - country environments.  

What we offer at METRO. digital?   

Hybrid and agile work: thrive in a flexible, multicultural environment.
We offer support whenever you need it - at every stage of your professional journey.
We want you to become the best version of yourself with individual and
- wide programs and trainings for people development. Focused among other on development, leadership, appreciation. . . it´s time to upskill your career.

Support with individual solutions: we are
- caring!
At METRO. digital, we promote
- life balance through a hybrid working model. You’ll be part of
- organizing, multicultural teams that collaborate in an agile setup.

People development: when you grow so do we!
Want to know more about all our benefits? Discover more here.  

Let´s connect soon. Apply for the role now!

Position grade within our career framework: Service Manager 2 (Md5).