Service Delivery Manager

Quick Facts

• Role: Service Delivery Manager (SDM)

Description

The Service Delivery Manager ensures high-quality IT service delivery by managing internal business relationships and acting as the SPOC, coordinating with IT service providers, monitoring SLA execution, and driving continuous improvement.

The role includes handling operational escalations and major incident RCA, reporting service quality and operational metrics, and managing transitions from development projects into operations (including production deployments).

You will also oversee service roadmaps, support pre-sales activities (requirements, costing, proposals, contracting), and ensure compliance with security and regulatory requirements such as GDPR, ISO 27001, and NIS2, while monitoring IT service costs and forecasting optimization actions.

Responsibilities

• Manage relationships with internal customers as the main SPOC for the business

• Manage vendor relationships; monitor contracts and SLA delivery

• Run regular service reviews, analyze reports, and initiate Service Improvement Plans

• Handle operational escalations; coordinate major outage actions and perform RCA

• Report IT service quality, SLA fulfillment, and operational KPIs for clients and stakeholders

• Coordinate handover of projects/changes from development to operations; oversee production go-lives

• Maintain service and system development roadmaps with business owners and project managers

• Participate in pre-sales: requirements collection, estimation, proposal/quoting, and contracting

• Ensure services comply with security requirements and regulations (GDPR, ISO 27001, NIS2)

• Monitor IT service costs, create financial forecasts, and initiate optimization actions

Requirements

• Minimum 5 years of experience in IT service management, system operations, Service Delivery, or Vendor Management

• Practical knowledge of SLA, KPI, ITSM processes, and customer/provider relationship management

• Experience coordinating multiple teams and stakeholders

• Ability to analyze operational and financial data and prepare management reports

• Experience running escalations and handling crisis situations

• Knowledge of deployment/handover processes and collaboration between development and operations

• Ability to negotiate and build long-term business relationships

• Very good communication, organizational, and presentation skills

• English proficiency sufficient for documentation and working with suppliers

Benefits

• Employment contract (UoP) at start

• Hybrid work: 3 days in the Warsaw office; flexible start times (7:00–10:00)

• Daily tools: Jira and Confluence

• Agile culture with transparency and feedback

• Benefits package: private medical care, sports card, training budget, PPK, ZFŚS, group insurance

• Birthday gift: an additional paid day off