Service Delivery Manager – Data, Integration & AI

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

📋 Description

• Define and consistently enhance the operational model for enterprise integration, software, data, and AI services.

• Develop and uphold service catalogues, SLAs, OLAs, KPIs, and frameworks for operational governance.

• Ensure that service performance is assessed, monitored, and reported through significant metrics and dashboards.

• Promote operational excellence and service maturity across the platforms being supported.

• Lead the coordination and escalation activities for major incidents.

• Drive initiatives for problem management and root-cause analysis.

• Guarantee effective ownership, communication, and resolution of operational challenges.

• Collaborate with technical teams and vendors to reduce service disruptions and minimize business impact.

• Oversee change and release procedures for supported services.

• Ensure production readiness, operational acceptance, and supportability standards are met prior to go-live.

• Coordinate knowledge transfer, support documentation, and handover activities.

• Mitigate operational risks linked to deployments and platform evolution.

• Act as the primary contact for service-related discussions with business and IT stakeholders.

• Facilitate service reviews and governance meetings.

• Manage relationships with external partners and service providers.

• Ensure accountability, transparency, and communication among all parties involved.

• Identify opportunities to enhance reliability, efficiency, and user experience.

• Drive service improvement initiatives based on operational data and feedback from the business.

• Advocate for best practices aligned with ITIL and contemporary service management principles.

• Support the adoption of observability, automation, and proactive service management capabilities.

⛳️ Requirements

• 7+ years of experience in IT Service Management, Service Delivery, Application Management, or IT Operations.

• Experience in managing enterprise-critical services in intricate global environments.

• Demonstrated success in coordinating incidents, problems, changes, releases, and service transitions.

• Experience collaborating with cross-functional technology teams and external service providers.

• Strong grasp of ITIL and ITSM practices.

• Familiarity with ServiceNow or similar ITSM platforms.

• Knowledge of integration technologies such as APIs, middleware, message queues, and event-driven architectures.

• Understanding of enterprise application support and release management processes.

• Exposure to data platforms, analytics environments, and AI-enabled services.

• Knowledge of service observability, monitoring, and operational governance.

• Strong skills in stakeholder management and communication.

• Ability to influence decisions among business and technical teams.

• Excellent organizational and prioritization skills.

• Strong analytical thinking and problem-solving abilities.

• Comfortable operating in a fast-paced global environment.

🏝️ Benefits

• Flexible schedule and work model.

• Continuous learning opportunities through SGS University and Campus.

• Comprehensive benefits platform.

• Multinational environment with colleagues from diverse continents.

• Opportunities to learn, develop expertise, and realize potential.