Support & Operational L3 Manager (m/f/d)

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

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Learn more: jti.com

Support & Operational L3 Manager (m/f/d)

About the position: 

Main areas of responsibility:

Delivery & Technical Ownership:

• Take end-to-end ownership of planning, coordination, and delivery of digital initiatives across cross-functional teams
• Translate business requirements into robust and scalable technical solutions
• Provide technical leadership across the full application lifecycle, ensuring alignment with architectural standards and best practices
• Drive technology decisions and support the selection and assessment of new solutions, particularly in the mobile space
• Ensure solutions remain competitive, scalable, and aligned with evolving industry trends and standards
• Manage and coordinate the delivery roadmap in collaboration with Product Owners, Product Managers, and Engineering teams

L3 Support & Operations:

• Own the resolution of complex L3 incidents, ensuring minimal business disruption and timely recovery
• Drive improvements in incident, problem, and change management processes, focusing on stability and reliability
• Monitor and improve service performance through KPIs and SLAs, ensuring high service quality and efficiency 
• Identify root causes of recurring issues and implement long-term corrective actions
• Ensure smooth collaboration between L1, L2, and L3 teams, acting as a key escalation point for complex technical challenges

Release, Governance & Quality:

• Participate in and oversee release activities, maintaining visibility of release progress and status, while ensuring smooth deployments and minimal disruption to live environments 
• Establish and maintain effective change management and governance processes, ensuring compliance with internal policies and standards
• Ensure all solutions follow defined engineering standards, operational readiness frameworks, and security requirements
• Oversee testing, quality assurance, and documentation processes to guarantee stable and high-quality releasesMonitor delivery performance, risks, and dependencies, providing clear updates and reports to stakeholders

Stakeholder Management & Continuous Improvement

• Build strong relationships with business, product, and technology stakeholders to align priorities and ensure successful delivery
• Collaborate with internal teams and external vendors to deliver solutions in line with business goals and IT strategy
• Drive continuous improvement initiatives across support and delivery processes, leveraging data and performance insights
• Analyze operational trends, identify inefficiencies, and implement improvements to enhance overall performance
• Ensure compliance with IT governance, audit requirements, and data protection standards

Requirements:

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
• Fluent English (Written and spoken)
• 5+ years of experience in delivery management within large, complex environments (teams of 25+ people)
• 5+ years in an engineering leadership role (e.g. Engineering Manager, Tech Lead, Solution Architect, Team Lead)
• Hands-on experience in building and delivering modern digital platforms, ideally within cloud-based, SaaS and microservices architectures
• Proven track record in end-to-end delivery of mobile or digital solutions, from design to release and ongoing support
• Experience working across both BUILD and RUN environments
• Strong understanding of the mobile application development lifecycle
• Solid knowledge of software architecture, design patterns, and modern application frameworks
• Familiarity with DevOps practices (CI/CD, Git, automation, testing frameworks)
• Experience with release management, testing strategies, and quality assurance
• Knowledge of e-commerce ecosystems (e.g. Adobe stack such as Magento or AEM) is a strong asset
• Exposure to data technologies and modern digital ecosystems is a plus
• Experience leading cross-functional teams and collaborating with business and IT stakeholders
• Ability to drive and influence technical and business decisions
• Strong experience in stakeholder management, including senior leadership interaction
• Experience in vendor management and RFP processes is an advantage
• Continuous improvement mindset, ideally with experience in lean methodologies
• Strong leadership, communication, and conflict resolution skills
• Strategic thinking with the ability to connect technology with business outcomes
• Proactive, ownership-driven approach with a focus on quality, stability, and scalability
• Up-to-date with modern technology trends, particularly in the digital and mobile space

Our offer includes:

• Competitive pay and attractive annual bonus
• On-going development opportunities in a multinational environment, a wide variety of projects, ambitious goals, and independence in achieving them.
• Freedom with responsibility (we trust your competencies, ability to manage your time and your scope of work)
• Lot of flexibility in terms of work arrangements (work from the office or from home)
• Private medical care (various options to choose) and life insurance
• Employee pension and savings programs
• JTI Family Leave Benefit – including extended paid paternity leave and fully paid maternity leave
• Multisport card, foreign language classes
• Wide variety of training, webinars, and professional courses on our e-learning platforms, including sponsored certification programs (for employees fulfilling the admission criteria)
• Modern office with traditions (Art Norblin Factory) in a convenient location, equipped with a library, mindfulness zone, spacious kitchen, garden terrace, massage chairs and underground bicycle parking
• Working in a diverse and inclusive organization of 43 different nationalities

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.

JTI GBS Poland Sp. z o.o. has introduced an Internal Reporting Procedure for Whistleblowers. If you would like to review this procedure, it is available upon request.

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