Kierownik Sekcji ITSM / ESM (M/K)
Core
Leading the transformation of IT Service Management (ITSM) towards an AI-native model, focusing on automation, data-driven insights, and Generative AI integration to eliminate root causes of incidents.
Role type
Senior ITSM/ESM Section Manager (Transformation Lead)
Builds
AI-native service management platform (Xurrent), automated workflows, self-service portals, and proactive problem resolution systems.
Domain
Retail / IT Service Management / AI & Automation
Deliverable
production ML models
Required skills
ITIL framework expertise, Problem Management & Root Cause Analysis, ITSM/ESM platform management (Xurrent, ServiceNow, Jira), API integration, Generative AI & AI Agents implementation, data analytics & KPI definition, organizational transformation leadership.
Preferred skills
Experience in automation-first culture building, cross-functional collaboration with Incident Management, technical team management.
Technologies
Xurrent, ServiceNow, Jira Service Management, Generative AI, AI Agents, Windows
Responsibilities
Define and execute the ITSM transformation roadmap using AI and automation; manage the Service Management team and foster a continuous improvement culture; redesign Problem Management processes for end-to-end resolution; develop the Xurrent platform for workflow and self-service; integrate ITSM processes with monitoring and observability; define and monitor KPIs for service quality and operational efficiency.
Seniority
Senior, hands-on IC with leadership responsibilities