Delivery Manager - Remote, SLA & Ops Optimization Lead

Software Mind; Warszawa; Remote; PLN 180,000 - 280,000; Full time

Benefits offered by this job

Flexible and remote cooperation

International projects with leading全球信

Travels related to international proj.

Non-corporate atmosphere

Private healthcare and life insurance

Multisport card

Job summary

Software Mind is seeking a Delivery Manager to keep managed services running at a high level under strict SLAs across cloud and on-prem infrastructure, applications and service desk. You will be the central escalation point, participate in transitions of new services into operations, and drive optimisation to reduce incidents and improve KPIs.

You will lead technical teams, manage client stakeholders, and plan capacity and recruitment while maintaining strong culture, coaching, and growth across

Qualifications

• 5+ years in delivery, service or project management roles.
• Hands-on experience with SLA monitoring, incident handling and escalation management.
• Knowledge of cloud and on-prem infrastructure, to understand services and optimisation opportunities.
• Track record of improving operational services, backed by KPIs.
• Main escalation point between client and delivery teams, including during major incidents.
• Experience in service transitions: taking over services into operations.
• Leading technical teams with varying levels of seniority.
• Managing client stakeholders, negotiating priorities and influencing decisions.
• English at C1 level and fluent Polish, written and spoken.

Responsibilities

• Keeping services within strict SLAs: monitoring adherence and reporting performance.
• Acting as the central escalation point for services for client and delivery teams.
• Identifying risks to service delivery early and acting on them before SLA breaches.
• Finding areas for optimisation across cloud and on-prem services with the teams.
• Taking part in service transitions: taking over services into operations.
• Managing client stakeholders and building long-term relationships based on trust.
• Planning team composition, resource allocation and capacity across services.
• Coaching and mentoring to build a healthy team culture and growth.
• Handling contracts, annexes, settlements, orders and invoicing related to services.

Skills

Delivery management

SLA monitoring

Incident handling

Escalation management

Cloud & on-prem

KPIs

Service transitions

Team leadership

Stakeholder management

English + Polish

Job description

Software Mind is seeking a Delivery Manager to keep managed services running at a high level under strict SLAs across cloud and on-prem infrastructure, applications and service desk. You will be the central escalation point, participate in transitions of new services into operations, and drive optimisation to reduce incidents and improve KPIs.

You will lead technical teams, manage client stakeholders, and plan capacity and recruitment while maintaining strong culture, coaching, and growth across