Senior Service Delivery Manager

This is a fully remote position, open to applicants in Poland, +1 more state.

📋 Description

• Assume full accountability for designated services, guaranteeing operational stability, reliability, and ongoing enhancements.

• Oversee Incident, Problem, and Change Management processes adhering to ITIL best practices.

• Coordinate major incidents across various teams to ensure prompt resolution.

• Lead Root Cause Analysis efforts and monitor the completion of corrective and preventive actions.

• Manage change planning, risk evaluation, impact analysis, approvals, and governance processes.

• Track service health utilizing SLAs, SLOs, KPIs, and operational metrics.

• Initiate Continuous Service Improvement projects based on operational trends, incident reviews, customer feedback, and business requirements.

• Ensure operational readiness for new services, features, and infrastructure modifications.

• Collaborate with Engineering, Product, Support, Technical Account Management, and other relevant stakeholders.

• Conduct service reviews, post-incident evaluations, and operational reporting.

• Contribute to Service Management processes, governance frameworks, and operational best practices.

⛳️ Requirements

• A minimum of 3 years of experience in Service Management, Service Delivery, Technical Operations, or a comparable role in complex IT environments.

• Hands-on experience with Incident, Problem, and Change Management processes.

• Solid understanding of ITIL principles and IT Service Management best practices.

• Familiarity with ITSM platforms like Jira Service Management, ServiceNow, PagerDuty, or similar tools.

• Strong grasp of SLA, SLO, KPI, and service performance management concepts.

• Proven experience in coordinating cross-functional teams during production incidents and operational changes.

• Excellent skills in stakeholder management, communication, facilitation, and decision-making.

• An analytical mindset with the ability to identify operational risks, prioritize improvements, and see them through to completion.

• Capability to thrive in a fast-paced environment with multiple stakeholders and competing priorities.

• Upper-Intermediate or higher proficiency in English.

• Nice to have: experience enhancing ITIL processes within an engineering organization.

• Nice to have: familiarity with monitoring and observability platforms such as Zabbix, Grafana, Prometheus, or similar.

• Nice to have: understanding of cloud infrastructure, Kubernetes, containerization, and modern distributed systems.

• Nice to have: experience in facilitating post-mortems and fostering organizational learning.

• Nice to have: experience in defining or enhancing operational governance, service maturity, or Service Delivery frameworks.

• Nice to have: knowledge of Status Pages and customer communication during incidents.

• Nice to have: experience in SaaS, FinTech, iGaming, eCommerce, or other high-availability production environments.

🏝️ Benefits

• Private health insurance.

• Sports benefits.

• Comprehensive Mental Health Program.

• Free English lessons (online).

• Local language courses.

• Paid time off.

• Maternity leave support.

• Referral program rewards.

• Opportunities for upskilling, internal workshops, and participation in professional conferences and corporate events.