Delivery Manager

This is a fully remote position, open to applicants in Poland.

📋 Description

• Ensure that managed services operate at an optimal level within strict SLAs across cloud, on-premises infrastructure, applications, and service desk.

• Oversee SLA compliance, facilitate incident and problem resolution following ITIL practices, and communicate service performance metrics to clients.

• Serve as the primary escalation point for clients and delivery teams.

• Recognize potential risks to service delivery, such as capacity constraints, dependencies, and recurring incidents, and take proactive measures to prevent SLA violations.

• Discover and implement optimization and enhancement opportunities across cloud and on-premises services, demonstrating results through KPIs.

• Participate in service transitions by assuming responsibility for new services and integrating them into operations.

• Manage client stakeholders and cultivate long-term, trust-based relationships.

• Strategically plan team structure, allocate resources, and manage capacity across services.

• Foster team culture through coaching and mentoring; oversee objectives, performance, and growth, including recruitment, onboarding, and offboarding.

• Manage contracts, annexes, settlements, customer orders, and invoicing related to services.

⛳️ Requirements

• Over 5 years of experience in delivery, service, or project management roles, including managing services under contractual SLAs.

• Hands-on expertise in SLA monitoring, incident management, and escalation procedures within live operational services.

• Practical knowledge of both cloud and on-premises infrastructure.

• Proven history of enhancing operational services, supported by KPIs.

• Experience serving as the main escalation contact between clients and delivery teams, especially during significant incidents.

• Involvement in service transitions and the integration of services into operations.

• Experience leading technical teams with members at varying levels of seniority.

• Demonstrated ability to manage client stakeholders, including negotiating priorities and influencing decisions without formal authority.

• Proficiency in English at the C1 level and fluent in Polish, both written and spoken.

• Practical experience with ITIL processes.

• Experience in monitoring margins and service profitability.

• Certification and training in project and team management.

🏝️ Benefits

• Flexible and remote working options.

• International projects with leading global clients.

• Travel opportunities related to international projects.

• A non-corporate work environment.

• Access* to language classes.

• Access* to knowledge-sharing initiatives.

• Access* to private healthcare and life insurance.

• Access* to a multisport card.

• Availability and terms of individual benefits may vary based on the selected form of cooperation.