Job Description

Metro Global Solution Center (MGSC) is internal solution partner for METRO, a €31 Billion international wholesaler with operations in more than 30 countries. The store network comprises a total of 623 stores in 21 countries, of which 522 offer out-of-store delivery (OOS), and 94 dedicated depots. In 12 countries, METRO runs only the delivery business by its delivery companies (Food Service Distribution, FSD).

HoReCa and Traders are core customer groups of METRO. The HoReCa section includes hotels, restaurants, catering companies as well as bars, cafés and canteen operators. The Traders section includes small grocery stores and kiosks. The majority of all customer groups are small and medium-sized enterprises as well as sole traders. METRO helps them manage their business challenges more effectively.

MGSC, location wise is present in Pune (India), Düsseldorf (Germany) and Szczecin (Poland). We provide HR, Finance, IT & Business operations support to 31 countries, speak 24+ languages and process over 18,000 transactions a day. We are setting tomorrow’s standards for customer focus, digital solutions, and sustainable business models. For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin. This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion. We believe that we can add value, drive efficiency, and satisfy our customers.

How you will make an impact:

As Service Manager, you are responsible for the functional management of the external IT partner in the

areas of Compute, Storage, Databases and Application Server. You ensure that contracted services are

delivered reliably, cost-effectively and in line with business needs.

The role combines strong technical knowledge in the datacenter domain with operational discipline and

strategic responsibilities. You safeguard service stability, manage escalations, oversee capacity and

resource planning, and continuously drive improvements in service quality and processes.

You act as a key interface between business units, security, procurement, local IT entities and the external

partner.

Your Responsibilities:

• Manage and coordinate the external IT partner

• Monitor and ensure compliance with Service Level Agreements (SLAs)

• Control and optimize budgets within the assigned scope

• Handle escalations related to service incidents and deviations

• Conduct capacity and resource planning (compute, storage, databases, application servers)

• Drive strategic service development (technology roadmaps, process improvements)

• Act as a key interface between business units, security, procurement, local IT entities, and the

external partner

Qualifications

Required key competencies and qualifications:

- Professional experience in IT infrastructure:

• Compute (Windows, Linux, VMware, etc.)
• Storage (NetApp, Cloud Storage Solutions)
• Databases (Oracle, Microsoft SQL, Postgres, etc.)
• Application Servers (Apache Tomcat, JBoss/WildFly, Oracle WebLogic, Oracle Forms)

- Solid experience in managing external partners and applying service management practices

- Strong technical understanding of modern hybrid datacenter architectures

- Strong analytical and solution-oriented mindset

- Strong communication skills and experience working in cross-functional, international teams

- Strategic mindset with the ability to contribute to long-term planning

- High level of ownership; structured and proactive working style

- Strong team player with the ability to collaborate in an international environment