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

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