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Service Delivery Manager

2 tygodni temu

Warszawa, Mazovia, Polska Gazelle Global Pełny etat

We are looking for an experienced
Service Delivery Manager
to oversee and ensure high-quality application support services for a critical enterprise environment. The role is fully onsite and requires strong ownership of service performance, stakeholder management, and continuous service improvement.

The successful candidate will act as the primary interface between business stakeholders, technical teams, and vendors, ensuring services are delivered in line with agreed SLAs, KPIs, and contractual obligations.

Key Responsibilities

  • Monitor and ensure
    end-to-end service performance
    across application support services.
  • Ensure services are delivered in line with
    agreed SLAs, KPIs, and OLAs
    .
  • Own and drive
    Incident Management
    ,
    Change Management
    , and
    Problem Management
    processes.
  • Act as the primary point of contact for
    client relationship management
    and stakeholder communication.
  • Lead
    service reviews
    , performance reporting, and operational governance meetings.
  • Identify service gaps, risks, and bottlenecks; proactively drive
    service improvement initiatives
    .
  • Coordinate with internal teams and external vendors to ensure seamless service delivery.
  • Ensure compliance with IT service management processes and operational standards.
  • Support audits, escalations, and critical incidents with clear communication and structured resolution.
  • Drive a culture of accountability, continuous improvement, and operational excellence.

Good-to-Have Skills

  • Strong knowledge of
    ITIL-based service management frameworks
    .
  • Experience managing
    enterprise application support services
    .
  • Proven background in
    client-facing roles
    with senior stakeholders.
  • Ability to manage complex, multi-vendor delivery environments.
  • Strong analytical, reporting, and governance capabilities.
  • Excellent communication and leadership skills.

Key Attributes

  • Results-driven with strong ownership mindset
  • Excellent stakeholder and client management skills
  • Calm under pressure, especially during major incidents
  • Strong organizational and decision-making abilities