End User Services Delivery Lead — Vendor & IT Ops

Alimentation Couche-Tard inc.; Warszawa; On-site; PLN 260,000 - 380,000; Full time

Benefits offered by this job

Annual bonus

Private medical care

English lessons

Two extra days off

Employee stock purchase plan

Group insurance

Training & development

Modern office

Job summary

Circle K Business Centre Poland sp. z o.o. is seeking an experienced Service Delivery Manager – End User Services to oversee and continuously improve workplace technology services across the organization.

The role focuses on reliable, secure, and cost-effective End User Services with strong vendor management and governance. You will coordinate internal and external teams, manage SLAs, and drive service improvements in a dynamic environment.

Qualifications

• 8+ years of professional IT experience.
• Experience in End User Computing, Digital Workplace, Microsoft 365, endpoint management, infrastructure services, or a related area.
• At least 2–3 years of experience in service delivery, service ownership, technology management, or a similar leadership role.
• Strong experience managing outsourced IT services and third-party providers.
• Good understanding of Microsoft 365, Teams, Exchange Online, OneDrive, and SharePoint.
• Good understanding of endpoint management, particularly Windows and Apple/iPadOS environments.
• Experience with SLAs, KPIs, operational escalations, service reviews, and continuous improvement.
• Familiarity with ITIL processes, especially Incident, Problem, Change, and Service Level Management.
• Experience coordinating projects, service transitions, and technology lifecycle activities.
• Experience with budgeting, vendor management, licensing, and operational cost control.
• Strong communication, stakeholder management, and influencing skills.
• Ability to work effectively across multiple teams and suppliers without direct authority.
• Ability to bring structure to ambiguity and drive topics through to resolution.

Responsibilities

• Oversee the delivery of End User Services across the organization.
• Manage outsourced service providers and ensure SLAs, KPIs, service quality, and contractual commitments are met.
• Act as the main escalation and coordination point for End User Services.
• Drive continuous improvement, standardization, automation, and service quality.
• Coordinate operational processes including incidents, problems, changes, releases, and service lifecycle activities.
• Oversee End User Services projects and smaller initiatives, working closely with Project Managers, Architects, Security, Infrastructure, Network, and business stakeholders.
• Coordinate the End User Services roadmap and lifecycle planning.
• Monitor service performance, risks, user experience, licensing, operational costs, and provider performance.
• Provide input to annual budgeting, forecasting, vendor reviews, and technology investments.
• Support RFIs, RFPs, RFQs, procurement activities, and service transition into operations.
• Help ensure clear service ownership and responsibility boundaries across internal teams and suppliers.
• Software and license evidence validation.

Skills

End User Computing

Digital Workplace

Microsoft 365

Endpoint Management

Vendor Management

ITIL

Budgeting

Stakeholder Management

Tools

ServiceNow

Job description

Circle K Business Centre Poland sp. z o.o. is seeking an experienced Service Delivery Manager – End User Services to oversee and continuously improve workplace technology services across the organization.

The role focuses on reliable, secure, and cost-effective End User Services with strong vendor management and governance. You will coordinate internal and external teams, manage SLAs, and drive service improvements in a dynamic environment.