IT Operations Manager for HR & Legal

Responsibilities

• Accountable for HR & Legal Applications service continuity, ensuring high levels of service availability through appropriate monitoring and preventative actions.
• Build and maintain operational activities for HR and Legal applications in cooperation with IT Service Owners and IT Solution Architects.
• Lead the transition of build activities into support, ensuring smooth handover through agreed planning, documentation, and knowledge transfer sessions in collaboration with project and delivery teams.
• Own key service delivery processes, including request, incident, problem, and change management, driving efficiency, prioritisation, adherence to target timelines, SLAs, and support standards.
• Analyse incoming application/service requests and ensure proper classification by the relevant application teams (including vendors), routing them through agreed processes.
• Support Major Incident and critical situation resolution involving HR and Legal applications.
• Participate actively in defining new supplier agreements related to operational activities and service levels (SLAs, SLOs), and monitor/report on performance in line with Galderma's framework.
• Contribute to the HR & Legal Applications Service Catalogue, supporting decisions on service introduction, retirement, and end-user support requirements.
• Continuously analyse operational performance, identifying recurring issues, gaps, and potential risks, and implement mitigation and improvement plans to ensure high-quality service delivery.
• Ensure compliance and maintenance of service documentation, including the Configuration Management Database (CMDB), activity records (via ServiceNow), and related systems, in line with internal Galderma processes.
• Effectively communicate and coordinate cross-functional IT demands related to HR and Legal applications, ensuring collaboration and delivery across teams (Service Desk, Domain teams, IT Infrastructure, and 3rd party providers).
• Skills and Experiences:
• Minimum of 5 years' experience in IT service management, including escalation management
• Strong technical background with experience in vendor management, ensuring delivery against agreed timelines and processes
• Experience overseeing IT project scope, including software development and support activitie

Benefits

Additional Information

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story. We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee. At Galderma, we actively give our teams reasons to believe in our bold 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. Title: IT Operations Manager for HR & Legal Location: Krakow - 3 days/week onsite We are looking for an experienced IT Operations Manager to support our HR & Legal Applications Services. In this role, you will be accountable for delivering and orchestrating the operational activities across HR and Legal applications. You will coordinate and supervise internal and external 3rd party resources to ensure the effective delivery and operational performance of these services. This also includes planning and onboarding new operational activities and overseeing their correct execution, advising the incumbent team as needed. The ideal candidate will have a strong background in ITIL Service Management and experience working within enterprise application environments, particularly across HR and Legal systems, with a customer-centric and continuous improvement mindset.

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