Service Delivery Executive (German)

Quick Facts

• Role: Service Delivery Executive (IT and SAP)

• Focus: Client service quality, SLA/KPI performance, delivery coordination, and continuous improvement

Description

You will be responsible for the quality of IT and SAP services delivered to assigned clients and for developing long-term business cooperation. You will serve as the main client partner, connecting customer needs with delivery teams’ capabilities, and ensuring services are delivered according to agreed SLA, timelines, and budget. You will coordinate delivery teams’ work, monitor operational results, initiate improvement actions, and identify new customer needs and opportunities for expanding cooperation.

Responsibilities

• Manage collaboration with assigned clients for IT and SAP services

• Build partner relationships and influence service quality and development

• Monitor SLA and KPI delivery, customer satisfaction, and operational performance

• Lead status meetings, service reviews, and present recommendations to clients and internal stakeholders

• Coordinate specialist teams and collaborate with Sales, Delivery, and technical experts

• Identify risks and initiate actions supporting service stability and continuity

• Participate in planning changes, new initiatives, and development of existing services

• Recognize client business needs and identify new sales opportunities

• Own contract profitability, effective resource utilization, and business goals

Requirements

• Minimum 2 years of experience in Service Delivery, IT Operations, AMS, or IT service management

• Minimum 2 years of leadership experience related to managing teams or a client portfolio

• Practical knowledge of ITIL processes and SLA/KPI-based service management

• Experience managing business relationships with clients and expectations

• Ability to build long-term client relationships and recognize new business needs

• Experience coordinating specialist teams and working with multiple stakeholders

• Ability to analyze operational results, identify risks, and implement improvement actions

• Experience preparing and presenting service reports, statuses, and recommendations

• Strong communication, negotiation, and organizational skills

• Ability to manage priorities in a dynamic multi-project environment

• Very good German for business conversations, meetings, and negotiations

• Polish and English knowledge at least B2 for efficient day-to-day communication

Benefits

• Professional growth through many projects and an extensive organizational structure; horizontal and vertical career paths

• Global projects and international exposure across industries

• Modern organizational culture focused on collaboration, transparency, and trust

• Remote, hybrid, or office work options; access to offices in Wrocław, Poznań, and Warsaw