Senior IT Service Delivery Manager

1 tydzień temu

Gdańsk, Pomerania, Polska Simplicity Recruitment Pełny etat

Service Delivery Manager Job Description

At Simplicity Recruitment, we're seeking an experienced Service Delivery Manager to lead the overall performance of SaaS application delivery across the group.

  • Lead the implementation of SAP Concur, collaborating closely with the implementation partner.
  • Manage ongoing projects related to the service, ensuring that the organization is operationally ready.
  • Work with key stakeholders to collect business requirements, identify challenges, and set clear project goals.
  • Oversee the configuration and customization of SaaS solutions to ensure they meet business needs and are fully optimized.
  • Manage vendor relationships, ensuring strict adherence to SLAs and KPIs.
  • Lead the full service lifecycle, including incident, change, and problem management.
  • Act as an escalation point for major incidents and issues that exceed SLA targets.
  • Define and implement metrics to monitor service quality, capacity, and availability, including delivering regular reports.
  • Ensure strong communication and issue resolution between users, vendors, and internal teams.
  • Lead the development and implementation of service enhancements, improvements, and changes.
  • Communicate service statuses, trends, and progress on incident and service requests to stakeholders.

Requirements:

  • Proven experience in service delivery management, project management, or similar roles, ideally within IT or technology sectors.
  • A track record of application support management at an enterprise level.
  • Strong project management skills with the ability to handle multiple projects at once.
  • Experience leading technical teams, managing vendor relationships, and working closely with external partners.
  • Knowledge of service delivery frameworks like ITIL, with experience implementing service management best practices.
  • Demonstrable experience in SaaS and cloud environments.
  • Excellent communication skills in English (C1 level is a must); German and Polish are additional assets.

What We Offer:

  • Flexible employment options: permanent contract (UoP) or B2B contract.
  • Remote work.
  • Significant influence and decision-making power to shape and establish service desk processes.
  • Opportunity to lead and manage key changes in service delivery across the organization.

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