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The Service Delivery Manager is a seasoned subject matter expert, responsible for providing continuity in service and acts as an advocate for the client. This role supports the business by taking responsibility for overall contract management for medium to large complex client contracts and is responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.

The Service Delivery Manager may operate across multiple sites or Support Services offerings. They are the primary interface managing the services relationship between the client and the organization. This role owns the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

Key Responsibilities:

• Works as an Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and the organization.
• Responsible for operations performance, including – Activation, Service Improvement Plans, Establishes, monitors and reports Service Delivery Reports, Escalation management and Reporting, Meeting management with clients.
• Works with Transition teams to develop and update runbook that includes processes, escalation lists and documentation.
• Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services.
• Interfaces with internal contract management teams to normalize and execute change orders.
• Monitors client satisfaction and identify service improvement plans to address client’s satisfaction with the service.

Knowledge and Attributes:

• Ability to establish strong relationships with internal stakeholders and external clients.
• Excellent client service orientation, written and verbal communication skills.
• Highly analytical with good problem-solving skills and can use initiative to drive innovation.
• Passionate, strong initiative, self-driven with commitment to succeed.
• Assertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery.
• Proficiency in Polish language is a must and Good level of English language.

Academic Qualifications and Certifications:

• ITIL Certification, such as ITIL Foundation or higher-level certifications desirable.
• Project Management Professional (PMP) certification desirable.
• Client Relationship Management certification desirable.

Required experience:

• Seasoned demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider.
• Seasoned background in delivering IT services, managing IT projects, and understanding the IT service lifecycle.
• Seasoned experience in managing client relationships, understanding client needs, and ensuring client satisfaction.

What We Offer:

• Employment contract & hybrid work with flexible working hours Necessary work tools (laptop, iPhone, company car).
• Private medical care with dental/partner/family option.
• Employee Assistance Program (e.g. psychological).
• Cafeteria platform covering sports cards, cinema/theatre tickets.
• Group life insurance.
• Individual training budget.
• Online training platform.
• Employee Retirement Program.
• Shorter Fridays (we work until 2:30 PM).
• Additional (birthday/charity) days off