Service Improvement Specialist

💻 Ework Group — founded in 2000 and listed on Nasdaq Stockholm — is a leading total talent solutions provider supporting clients across the private and public sectors, as well as independent professionals, in building sustainable talent supply chains. With a strong focus on IT/OT, R&D, Engineering, and Business Development, Ework delivers value through an independent, holistic approach to total talent management. For our Client from the pharma sector, we are currently looking for: 💻 Service Improvement Specialist – Server Platform Operations 📍 Location: Warsaw, Poland 🏢 Work model: Hybrid — on-site presence at the Warsaw hub required every Wednesday 📅 Start date: To be agreed CONSULTANT MUST BE ABLE TO ATTEND THE WARSAW HUB EVERY WEDNESDAY Recruitment language: English Recruitment process: 2 steps Role overview We are looking for an experienced Service Improvement Specialist to drive operational excellence, service quality, governance, and continuous improvement across a Server Platform organization spanning both Windows and Linux teams. This is a role that sits at the intersection of operations, architecture, and management — acting as the bridge that turns incidents, problems, changes, audits, and knowledge management activities into measurable business value. Your responsibilities Service Improvement & Governance Drive Continuous Service Improvement initiatives across Server Platform teams (Windows and Linux) Maintain and improve improvement backlogs, prioritisation models, governance routines, and reporting Coordinate review meetings and follow up on agreed actions, owners, and deadlines Analyse operational trends to reduce incidents, improve efficiency, and mitigate operational risk Problem Management & Root Cause Analysis Lead or coordinate RCA activities for major incidents and recurring operational issues Facilitate cross-functional investigations across Server, Network, Infrastructure, Security, Application, and Architecture teams Document findings, corrective actions, and preventive measures; track remediation to completion Process, Quality & Knowledge Management Review and improve operational processes, SOPs, standards, and governance controls Support audit readiness activities and evidence collection Maintain operational documentation and knowledge articles, improving structure and searchability Tooling, Reporting & Stakeholder Management Support ServiceNow, Azure DevOps, CMDB, and operational reporting initiatives Identify automation opportunities to reduce manual effort and improve consistency Work closely with operations managers, architects, service owners, and technical specialists across the organization Requirements: Experience in infrastructure/server operations, IT service management, or a similar enterprise IT environment Strong background in ITIL practices, Problem Management, and Root Cause Analysis Experience with ServiceNow, CMDB, and Azure DevOps or similar backlog/workflow tools Experience coordinating incident follow-up, audit readiness, or governance activities Strong documentation, analytical, and stakeholder communication skills Comfortable working with both technical specialists and management stakeholders Nice to have: Experience with Microsoft Office, PowerPoint, Power BI, or other data visualization tools Familiarity with regulated or quality-focused environments