End User Services Delivery Leader

Circle K; Warszawa; On-site; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Annual bonus

Private medical care

Group insurance

Employee stock purchase plan

English lessons

Job summary

Circle K is seeking an experienced Service Delivery Manager – End User Services to oversee and continuously improve End User Services across the organization. You will manage outsourced service providers, ensure SLAs and KPIs are met, and act as the main escalation point for end-user technologies.

The role requires strong vendor management, service governance, and coordination across multiple internal and external teams to drive standardization, automation, and cost efficiency in a complex

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 agreed 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

Vendor management

Service governance

Escalation management

Stakeholder management

ITIL principles

Budgeting

Cross-functional collaboration

Communication skills

Ambiguity management

Tools

ServiceNow

Microsoft 365

Teams

SharePoint

OneDrive

Job description

Circle K is seeking an experienced Service Delivery Manager – End User Services to oversee and continuously improve End User Services across the organization. You will manage outsourced service providers, ensure SLAs and KPIs are met, and act as the main escalation point for end-user technologies.

The role requires strong vendor management, service governance, and coordination across multiple internal and external teams to drive standardization, automation, and cost efficiency in a complex