Job Description

Whether it's the unique breadth of our integrated offering that covers Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology products; or our commitment to recognizing and rewarding people for the contribution they make - working here isn't like anywhere else.

At Galderma, we actively give our teams reasons to believe in our ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Title: IT Operations Manager for HR & Legal
Location: Krakow – 3 days/week onsite

We are looking for an experienced IT Operations Manager to support our HR & Legal Applications Services. In this role, you will be accountable for delivering and orchestrating the operational activities across HR and Legal applications.

You will coordinate and supervise internal and external 3rd party resources to ensure the effective delivery and operational performance of these services. This also includes planning and onboarding new operational activities and overseeing their correct execution, advising the incumbent team as needed.

The ideal candidate will have a strong background in ITIL Service Management and experience working within enterprise application environments, particularly across HR and Legal systems, with a customer-centric and continuous improvement mindset.

Key Responsibilities:

• Accountable for HR & Legal Applications service continuity, ensuring high levels of service availability through appropriate monitoring and preventative actions.

• Build and maintain operational activities for HR and Legal applications in cooperation with IT Service Owners and IT Solution Architects.

• Lead the transition of build activities into support, ensuring smooth handover through agreed planning, documentation, and knowledge transfer sessions in collaboration with project and delivery teams.

• Manage day-to-day IT operations for the assigned HR and Legal application services. This includes planning, supervising execution of activities (in close collaboration with internal Galderma IT teams and 3rd party delivery teams), managing escalations, and reporting delivery progress to stakeholders.

• Own key service delivery processes, including request, incident, problem, and change management, driving efficiency, prioritisation, adherence to target timelines, SLAs, and support standards.

• Analyse incoming application/service requests and ensure proper classification by the relevant application teams (including vendors), routing them through agreed processes.

• Support Major Incident and critical situation resolution involving HR and Legal applications.

• Participate actively in defining new supplier agreements related to operational activities and service levels (SLAs, SLOs), and monitor/report on performance in line with Galderma’s framework.

• Contribute to the HR & Legal Applications Service Catalogue, supporting decisions on service introduction, retirement, and end-user support requirements.

• Continuously analyse operational performance, identifying recurring issues, gaps, and potential risks, and implement mitigation and improvement plans to ensure high-quality service delivery.

• Ensure compliance and maintenance of service documentation, including the Configuration Management Database (CMDB), activity records (via ServiceNow), and related systems, in line with internal Galderma processes.

• Effectively communicate and coordinate cross-functional IT demands related to HR and Legal applications, ensuring collaboration and delivery across teams (Service Desk, Domain teams, IT Infrastructure, and 3rd party providers).

Skills and Experiences:

• Minimum of 5 years’ experience in IT service management, including escalation management

• Strong technical background with experience in vendor management, ensuring delivery against agreed timelines and processes

• Experience overseeing IT project scope, including software development and support activities

• Proven experience in root cause analysis (RCA) and ticket management

• Familiarity with key tools and technologies such as ServiceNow, Jira, and Azure DevOps

• Exposure to Workday and PeopleDoc

What we offer in return:

• You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base.

• You will receive a competitive compensation package with bonus structure and extended benefit package.

• You will be able to work in a hybrid work culture.

• You will participate in feedback loops, during which a personalized career path will be established.

• You will be joining a growing company that believes in ownership from day one where everyone is empowered to grow and to take on accountability.

Next Steps:

• If your profile is a match, we will invite you for a first virtual conversation with the recruiter.

• The next step is a virtual conversation with the hiring manager and the wider team.

• The final step is an in-person interview with the local HRBP

Our people make a difference

At Galderma, you’ll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.