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Service Delivery Manager
  • Gdańsk
Service Delivery Manager
Gdańsk, Gdańsk, Pomeranian Voivodeship, Polska
Simplicity Recruitment
7. 11. 2024
Informacje o stanowisku

Our client is seeking an experienced Service Delivery Manager who will:

  • Lead the overall performance of SaaS application delivery across the group.
  • Oversee the full implementation of SAP Concur, collaborating closely with the implementation partner.
  • Manage ongoing projects related to the service, ensuring that the organization is operationally ready.
  • Work with key stakeholders to collect business requirements, identify challenges, and set clear project goals.
  • Oversee the configuration and customization of SaaS solutions to ensure they meet business needs and are fully optimized.
  • Manage vendor relationships, ensuring strict adherence to SLAs and KPIs.
  • Lead the full service lifecycle, including incident, change, and problem management.
  • Serve as an escalation point for major incidents and issues that exceed SLA targets.
  • Define and implement metrics to monitor service quality, capacity, and availability, including delivering regular reports.
  • Ensure strong communication and issue resolution between users, vendors, and internal teams.
  • Lead the development and implementation of service enhancements, improvements, and changes.
  • Proactively communicate service statuses, trends, and progress on incident and service requests to stakeholders.


What our client is looking for:

  • Proven experience in service delivery management, project management, or similar roles, ideally within IT or technology sectors.
  • A track record of application support management at an enterprise level.
  • Strong project management skills with the ability to handle multiple projects at once.
  • Experience leading technical teams, managing vendor relationships, and working closely with external partners.
  • Knowledge of service delivery frameworks like ITIL, with experience implementing service management best practices.
  • Demonstrable experience in SaaS and cloud environments.
  • Excellent communication skills in English (C1 level is a must); German and Polish are additional assets.


What our client offers:

  • Flexible employment options: permanent contract (UoP) or B2B contract.
  • Remote work.
  • Significant influence and decision-making power to shape and establish service desk processes.
  • Opportunity to lead and manage key changes in service delivery across the organization.

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