Senior Service Delivery Manager

Quick Facts

• Role: Senior Service Delivery Manager
• Work mode: Remote/hybrid, occasional client-site visits
• Location: Warsaw

Description

We are looking for a Senior Service Delivery Manager with strong experience in Managed Services, IT outsourcing, body leasing, or nearshoring. You will manage client relationships, service governance, delivery quality, risks and escalations, people, financial performance and account growth across one or more engagements.

Responsibilities

• Own client relationships, governance meetings, SLA/KPI reporting and operational follow-up
• Manage delivery quality, risks, issues, escalations and client satisfaction
• Manage and coach consultants through 1:1s, feedback, development and performance support
• Support recruitment, onboarding, team changes, rotations and scaling
• Monitor budgets, forecasts, utilization, margins and delivery KPIs
• Identify account-growth opportunities and support pre-sales, proposals and new Managed Services contracts
• Work closely with Sales, Recruitment and Delivery teams
• Drive continuous improvement, process standardization and knowledge sharing across clients
• Support remote/hybrid delivery, including occasional client-site visits

Requirements

• 5–7+ years as a Delivery Manager, Service Delivery Manager, Engagement Manager or similar
• Strong vendor-side experience in Managed Services, outsourcing, body leasing or nearshoring
• Experience managing multiple teams and/or client accounts simultaneously
• Hands-on experience with client governance, risks, escalations and delivery KPIs
• Experience managing budgets, forecasts, utilization and margins
• Proven people-management and coaching experience
• Banking/financial services or another highly regulated environment strongly preferred
• Good conceptual understanding of software development and technologies such as microservices, Java/Spring, Angular and mobile development (no programming required)
• Fluent Polish and English