Internal Service Delivery Manager

Contract: B2B
Rate: 140–150 PLN/h
Start: ASAP / October
Working mode: Remote, with occasional office visits depending on project needs

About the Role

We are looking for an experienced Senior Service Delivery Manager to join the Managed Delivery team and oversee client relationships, delivery governance, team management, reporting, continuous improvement, and business development across one or more engagements.

You will be the key point of contact for both the client and delivery team, building trusted relationships, ensuring successful delivery, supporting team development, and identifying opportunities for account growth.

Key Responsibilities

• Own client relationships and act as the primary delivery contact.
• Manage delivery governance, service reviews, reporting, risks, actions, and client satisfaction.
• Conduct regular 1:1s with consultants, supporting performance, development, motivation, and well-being.
• Track budgets, forecasts, utilization, margins, invoicing, and other delivery KPIs.
• Identify delivery, commercial, and account-growth opportunities.
• Engage, influence, coach, and advise stakeholders at all levels.
• Collaborate with Sales, Recruitment, Delivery, and Account Management teams.
• Support recruitment through technical and competency-based interviews.
• Manage onboarding, role changes, and offboarding.
• Contribute to pre-sales, including client meetings, solution discussions, proposals, estimations, and transition planning.
• Support the setup and growth of Managed Team and Managed Services engagements.
• Contribute to continuous improvement of Managed Delivery practices.

What We’re Looking For

• Proven experience in service delivery management, project management, consulting, Managed Teams, or Managed Services.
• Experience working with banking and/or fintech clients, ideally in complex and regulated environments.
• Strong client relationship, stakeholder management, and consulting skills.
• Commercial mindset with experience identifying opportunities for account growth.
• Strong people leadership and coaching skills.
• Experience with delivery governance, reporting, risk management, budgeting, and financial tracking.
• Solid technical understanding of application development and software testing.
• Good knowledge of Agile delivery methods.
• Experience with pre-sales, solution design, client workshops, or business development.
• Experience conducting technical or competency-based interviews.
• Strong analytical and numerical skills with exceptional attention to detail.
• Experience with tools such as Jira, Azure DevOps, Confluence, SharePoint, or similar.
• Excellent communication and organisational skills.
• Fluent Polish and English; experience working in international environments is a strong advantage.