IT Service Coordinator

About us

Dealz is an international retail chain that is part of the Pepco Group.

We opened our first store in Poland in February 2018 in Swarzędz near Poznań.

There has never been a store like this before!

Dealz stores in Poland offer customers a wide range of food products, household goods, drugstore items, and cosmetics from well-known brands — all at great prices, always.

Job description

• Designing and improving IT service management processes in line with ITIL practices (Incident, Problem, and Change Management) 
• Organizing and supervising the incident management process, including prioritization of requests and ensuring timely resolution 
• Analyzing recurring incidents to identify root causes and implementing preventive actions (Problem Management) 
• Coordinating the change management process, including verification of change requests, risk and impact assessment, planning implementations, and communication with stakeholders 
• Monitoring IT service quality indicators such as SLA, OLA, and KPI, and initiating corrective actions when service levels deviate from agreed targets 
• Preparing regular service performance reports (weekly, monthly, quarterly) related to service quality, availability, and stability 
• Maintaining operational dashboards and service metrics in monitoring and ITSM tools 
• Conducting process analysis in cooperation with operational teams and vendors to identify inefficiencies and areas for optimization 
• Initiating and leading Continuous Service Improvement (CSI) initiatives aimed at improving service quality, reducing costs, and increasing system availability 
• Implementing automation of operational tasks to improve response times and reduce human error 
• Collaborating with operational teams to monitor user satisfaction and identify areas for service improvement 
• Supporting IT service continuity management, including Business Continuity Plans (BCP) and Disaster Recovery procedures 

Requirements

• Minimum 1 year of experience in IT service management and team leadership 
• English level minimum B2 
• Experience with Azure, Entra ID, Intune,  
• Analytical mindset and ability to troubleshoot issues rather than follow predefined scripts 
• Accuracy and diligence in performing technical tasks 
• Team-oriented attitude and willingness to learn from senior experts

NICE TO HAVE

• Network+ / Security+ or entry-level Microsoft/Cisco/Fortinet certs 
• Experience in a Retail or Multi-site environment 

We offer

• Opportunity to gain experience in an international working environment 
• Stable employment 
• Attractive remuneration conditions 
• Opportunities for professional growth and promotion 
• Friendly working atmosphere