Owns multi-country IT demand intake, service and ticket management, process development, inventory documentation, vendor performance, and KPI reporting. Coordinates A1 transition milestones across six entities and supports IT execution of an ERP program involving DMS, BI, and SAP integration. The role requires building IT operating processes from scratch, administering ServiceNow, triaging technical demand, managing SLAs and vendors, and collaborating across a lean, matrix organization.
- 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
Job requirements
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
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