Senior Service Delivery Manager

Quick Facts

• Title: Senior Service Delivery Manager

• Location: Warsaw (flexible remote with occasional office/client-site visits)

• Contract: Contract of Employment (UoP)

• Salary: 20,000–25,000 PLN gross/month

Description

A vendor-side Senior Service Delivery Manager to lead Managed Services/IT outsourcing engagements for corporate clients. You will own service governance, client relationships, delivery quality, risks/escalations, people performance, and financial KPIs across one or more accounts. The role also supports account growth and continuous improvement, with occasional client-site visits as needed.

Role Description & Responsibilities

• Own client relationships, governance meetings, SLA/KPI reporting, and operational follow-up

• Manage delivery quality, risks, issues, escalations, and client satisfaction

• Coach and develop consultants through 1:1s, feedback, development planning, 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

• Collaborate 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 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 (microservices, Java/Spring, Angular, mobile) — no programming required

• Fluent Polish and English