Service Delivery Manager

Service Delivery Manager Miejsce pracy: Gdańsk Technologies we use Expected Agility ITIL About the project We are looking for a Service Delivery Manager to join Sopra Steria Polska, Apps Services team on an international Program for a leader in the aerospace sector. The program is run according to SAFe, the Lean-Agile Framework, at Portfolio Management level. You will work in an industrial, stable environment in multinational team (France, Poland, India) for a major aeronautical manufacturer. The program involves wide portfolio of applications developed by multiple teams. Note that we can only offer cooperation to people who are located in Tricity and willing to be at least 3 days per week in our office located in Gdańsk, Poland. Your responsibilities Plays a critical role in driving successful project outcomes by managing various aspects of project delivery, fostering collaboration, and ensuring client satisfaction Finance Management: Is responsible for performance (lead-times, budget, quality) in their scope. Overseeing the financial aspects of service delivery Client Relationship Management – serve as the primary point of contact for clients, fostering strong relationships and addressing client concerns or inquiries related to service delivery. Resource Management: oversee the allocation of resources to support service delivery activities. Risk Management & Issue Resolution: Identifies risks for their scope, defines related action plans, manages difficult situations. Proactive in problem-solving and ongoing improvement Performance Reporting: provide regular reports to clients and internal stakeholders on service performance Continuous Improvement: drive continuous improvement initiatives to enhance service delivery processes, tools, and capabilities. Solicit feedback from clients and stakeholders, conduct service reviews, and implement best practices to optimize service quality and efficiency. Our requirements Excellent understanding of areas such as HR / Finances / Delivery Proficient in the technologies and systems relevant to the IT software development industry and managing IT teams. Skilled in utilizing service management tools and platforms to monitor, report, and manage service performance. In-depth knowledge in project management principles and methodologies (SAFE Agile) Knowledgeable of IT service management (ITSM) frameworks, such as ITIL. Familiarity with project management tools and techniques for tracking progress and managing deliverables. Ability to delegate tasks, set priorities, and provide feedback to team members Strong verbal and written communication abilities for effective interaction with clients, stakeholders, and team members. Expertise in managing client escalations and resolving concerns efficiently. Capable of analysing performance data to identify trends and inform decision-making. Fluent English: C1/C2 Being open to occasional business trips abroad and visits in our office in Katowice. Willingness to be at least 3 days per week in our office located in Gdańsk, Poland. Optional Scrum / SAFe or other Project Management Certification Knowledge or interest in aeronautical sector What we offer BENEFITS (UoP): Luxmed, Multisport, Worksmile, educational platforms, language courses, referral bonus, copyrights, life insurance DEVELOPMENT OPPORTUNITIES (UoP): certifications (paid by the company), conferences, Tech Lunches Benefits sharing the costs of sports activities private medical care sharing the costs of foreign language classes sharing the costs of professional training & courses life insurance remote work opportunities flexible working time fruits integration events no dress code coffee / tea parking space for employees leisure zone employee referral program The recruitment process in our company consist of three stages: a short phone call with a recruiter (30 min max) one-hour long interview on Teams (with both general and technical questions) one-hour long interview on site in Gdańsk office Sopra Steria Polska Sp. z o.o. Sopra Steria is one of the largest players in the tech industry in Europe, known for its consulting, digital services and software development. We operate in nearly 30 countries in the world, hiring around 55,000 employees. The Polish branch, as the Global Delivery Center, operates in Katowice since 2007 and has been growing ever since. Currently, our team consists of more than 1,000 specialists. Within the Digital Platform Services department, our teams specialize in areas such as cloud, operating systems, virtualization, databases, backup or storage, as well as networking and security. We also have 1st line support consultants who mainly speak French and English, but also Italian and Spanish. The Application Services department is responsible for areas such as software development, data engineering, testing services, CRM, ITSM and ERP platform integrations, as well as application management for customers in Scandinavia, Benelux, France, Germany, Switzerland and the UK. I agree to the processing by Sopra Steria Polska Sp. z o.o. and other entities within the Sopra Steria Group of my personal data contained in my CV for the purposes of the current recruitment process and future recruitment processes conducted by any entity within the Sopra Steria Group.