Incident Management & 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 – Incident Management 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.

Daily tasks

• 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 ManagementReview and improve operational processes, SOPs, standards, and governance controls
• Support audit readiness activities and evidence collectionMaintain operational documentation and knowledge articles, improving structure and searchability
• Tooling, Reporting & Stakeholder Managemen
• tSupport ServiceNow, Azure DevOps, CMDB, and operational reporting initiativesIdentify automation opportunities to reduce manual effort and improve consistency
• Work closely with operations managers, architects, service owners, and technical specialists across the organization

Requirements

Requirements: Incident Management Problem Management Root Cause Analysis (RCA) Continuous Service Improvement (CSI) IT Service Management (ITSM) ITIL-based service operations and governance ServiceNow or similar ITSM platforms SLA management and service performance monitoring Process optimization and operational excellence Stakeholder and vendor management

Must have: Windows, Azure, SLA, Incident Management, Problem Management, Root cause, ITIL, ServiceNow, ITSM

Nice to have: BI, Pharma