Metro Global Solution Center (MGSC) is internal solution partner for METRO, a €31 Billion international wholesaler with operations in more than 30 countries. The store network comprises a total of 623 stores in 21 countries, of which 522 offer out-of-store delivery (OOS), and 94 dedicated depots. In 12 countries, METRO runs only the delivery business by its delivery companies (Food Service Distribution, FSD). 

HoReCa and Traders are core customer groups of METRO. The HoReCa section includes hotels, restaurants, catering companies as well as bars, cafés and canteen operators. The Traders section includes small grocery stores and kiosks. The majority of all customer groups are small and medium-sized enterprises as well as sole traders. METRO helps them manage their business challenges more effectively. 

MGSC, location wise is present in Pune (India), Düsseldorf (Germany) and Szczecin (Poland). We provide HR, Finance, IT & Business operations support to 31 countries, speak 24+ languages and process over 18,000 transactions a day. We are setting tomorrow’s standards for customer focus, digital solutions, and sustainable business models. For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin. This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion. We believe that we can add value, drive efficiency, and satisfy our customers.

About us:
Passion for food. Hunger for tech. We make METRO digital.
Today technology is driving the world. And at METRO.digital we are driving the technology for one of the leading international wholesalers specializing in food - METRO. From e-commerce to checkout, to delivery software, we work on a wide range of products to make each day a success for our customers and colleagues. With passion and ownership, we build the future of wholesale.
You are driving to create smart solutions for customers around the globe? You want to grow in a flexible environment? Let the right career opportunity find you and join us!
How you will make an impact? As Service Manager, you are responsible for the functional management of the external IT partner in the areas of Compute, Storage, Databases and Application Server. You ensure that contracted services are delivered reliably, cost-effectively and in line with business needs. The role combines strong technical knowledge in the datacenter domain with operational discipline and strategic responsibilities. You safeguard service stability, manage escalations, oversee capacity and resource planning, and continuously drive improvements in service quality and processes. You act as a key interface between business units, security, procurement, local IT entities and the external partner.
Your Responsibilities:
•Having a deep understanding of the external solution capabilities, features and way of working and support the implementation and roll-out in the METRO countries and stores across the globe;
•Gaining a very good understanding of the METRO business and needs in the area of activity and ensure the external solution/ service brings the expected value;
•Coordinating the communication and development process with the external partner/ vendor in order to provide the needed support and services to fulfill the business needs;
•Once you've got the right vision, you have the autonomy to create your strategy starting from the business objectives, set priorities and and enable the resources to make it happen, all of this at eye level with our customers;
•Identifying and monitoring the right KPIs that measure success and impact for the business and coordinate the process of making them transparent and visible for all the relevant stakeholders;
•Permanently monitor the quality checks of the IT services provided by the external partners/ vendors;
•Defining and implementing continuous improvement measures;
•Constantly aligning and exchanging knowledge within and across multidisciplinary teams, form business stakeholders to engineering, security, product managers, process owners and support departments;
•Managing the solution budget in order to bring the highest value out of the opportunities you identify.
Required key competencies and qualifications:
•Proven experience in IT product or service management in complex IT landscapes, with multiple activity areas (Product, Infrastructure and Application services);
•Experience in managing internal and external stakeholders, with a focus on service delivery and business value;
•Knowledge and experience in IT Service Management (e.g. ITIL) with focus on Incident, Problem, Service Level Management;
•Familiar with Agile and Lean methodologies (break down big projects into small stories, prioritizing, adapting to change, and delivering the most value);
•Understand customer business requirements, in order to provide analysis and recommendations for a successful service implementation;
•Trouble-shooting skills and proactive attitude towards problem solving;
•Ability to work both independently as well as having good team skills;
•You are familiar cu IT discovery processes and techniques;
•You are equipped with good analytical skills to define and well interpret the solution and business KPIs and take the necessary actions;
•You have basic knowledge and understanding of technical engineering best practices (e.g., test-driven development, continuous integration, cloud-based technologies, microservice architectures);
•Very good fluency in English (written and verbal).
This resonates with you? Apply now!
What we offer at METRO.digital?
•Hybrid and agile work: thrive in a flexible, multicultural environment.
At METRO.digital, we promote work-life balance through a hybrid working model. You’ll be part of self-organizing, multicultural teams that collaborate in an agile setup.
•People development: when you grow so do we!
We want you to become the best version of yourself with individual and company-wide programs and trainings for people development. Focused among other on development, leadership, appreciation ... it´s time to upskill your career.