IT Operations Expert

Central intake, qualification and dispatch of IT demand across AT, BG, CRO, MK, SRB, SLO IT service and ticket management – SLAs, escalations, structured follow-up IT inventory and operating documentation across the ETS group – starting from a blank page A1 transition coordination across the six entities: milestones, deliverables, escalations IT-side execution of the ERP programme (DMS, BI, SAP integration) Vendor management and KPI reporting to the Head of IT and CFO Operational peer to the two existing Serbia specialists – no hierarchy, true collaboration Must have 5+ years in IT operations, IT service management or IT project management Demonstrated ability to structure IT delivery in environments without established processes Direct experience with vendor contracts, SLAs and performance discussions Solid technical IT foundation – identity & access management, integration/middleware, cloud services (SAP, M365), enterprise infrastructure – at a level that lets you triage demand and engage vendors credibly Hands-on with ServiceNow – administrator level, not user level Working proficiency in English AND fluent Serbian Concise written communication for executive audiences Strong plus Multi-country or matrix-organization experience Carve-out, post-merger or post-IPO IT environments Background in telecom, infrastructure or energy Exposure to SAP or large ERP programme delivery ITIL Foundation, IPMA, PMI or Prince2 certification What this role is not A management ladder – we are a small, lean IT team today A PMO role producing reports for others A helpdesk or 1st-level support function A place where processes already exist – you build them