IT Service Delivery Manager

Seargin; Województwo mazowieckie; Hybride; PLN 180 000 - 300 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Professional development

Résumé du poste

Seargin is seeking an IT Service Delivery Manager to own selected managed services and to establish a unified service management standard across the company. You will run and grow services from SAP AMS to service desk, Microsoft 365, and ServiceNow/Jira-based offerings, ensuring a consistent IT service delivery approach for global clients.

You will lead delivery teams, drive incident and change governance, and participate in commercial proposals and cost estimations, with a hybrid work model

Qualifications

• 5+ years as a Service Delivery Manager or Service Manager responsible for managed services with SLAs.
• Proven experience leading delivery teams directly or via Team Leaders.
• Hands-on ownership of ITIL practices: Incident/Major Incident, Change, Service Request, Problem and SLA Management.
• Experience defining or improving service standards, processes or reporting across multiple services or clients.
• Practical experience estimating effort and staffing (FTE) for IT services and understanding service cost, margin and profitability.
• ITIL 4 or ITIL (Version 5) Foundation certification.
• Practical experience with ServiceNow and/or Jira Service Management.
• Excellent communication skills in Polish and English.

Responsabilités

• Own end-to-end delivery of assigned managed services: SLA compliance, service quality, predictability and client satisfaction.
• Lead delivery teams directly or through Team Leaders: priorities, capacity, performance and development.
• Own Major Incident, escalation and change governance for your services.
• Run service reviews and QBRs with client stakeholders, report on performance and drive improvement plans.
• Onboard newly acquired services: plan and run knowledge transfer, hypercare and stabilisation.

Connaissances

Leadership

Communication

ITIL practices

Service delivery

Formation

ITIL 4 Foundation

Outils

ServiceNow

Jira Service Management

SAP AMS

Microsoft 365

Description du poste

As a dynamic multinational tech company operating in 50 countries, we drive innovation and create projects that shape the future and greatly enhance the quality of life. You will find our solutions supporting advanced AI initiatives, financial analytics, and enterprise-scale digital transformation across global organisations.

About the role

We are looking for an experienced IT Service Delivery Manager to take ownership of selected managed services and to build, together with our Head of Service Delivery, a unified service management standard across the company. You will run and grow both existing and newly onboarded services — from SAP Application Management to service desk and Microsoft 365, ServiceNow or Jira-based services — and turn good practice into one consistent way of delivering IT services for all our clients.

Your responsibilities

Service ownership:

• Own end-to-end delivery of assigned managed services: SLA compliance, service quality, predictability and client satisfaction.
• Lead delivery teams directly or through Team Leaders: priorities, capacity, performance and development.
• Own Major Incident, escalation and change governance for your services.
• Run service reviews and QBRs with client stakeholders, report on performance and drive improvement plans.
• Onboard newly acquired services: plan and run knowledge transfer, hypercare and stabilisation.

Service management standard:

• Support in rolling out a company-wide service standard, independent of client and tool.
• Build a common service catalogue and a unified SLA framework: definitions, measurement, reporting and service reviews.
• Define a common KPI set, reporting templates and governance cadence for all services.
• Create a repeatable transition model for taking over services from clients and other providers.
• Drive continual improvement and support other Delivery Managers in adopting the standard.

Commercial and proposal support:

• Build the delivery part of commercial proposals together with Sales and Presales: service scope, delivery model, team structure, SLA levels, assumptions and risks.
• Estimate effort and staffing in a practical, data-driven way: translate ticket volumes, service hours, SLA targets and complexity into FTE, roles and seniority mix, including coverage for holidays, on-call and ramp-up.
• Prepare and validate cost estimates and pricing models (fixed fee, hour pools, T&M) and make sure every offer is deliverable at the expected margin.
• Track actual effort and cost against contract during delivery; flag scope creep and initiate change requests when needed.
• Identify opportunities to extend services within existing accounts and turn them into concrete proposals.

Must-have requirements

• 5+ years as a Service Delivery Manager or Service Manager accountable for managed services with SLAs, including hands-on experience managing both SAP services (e.g. SAP AMS) and non-SAP services (e.g. service desk, application support, Microsoft 365 / ServiceNow / Jira-based services).
• Proven experience leading delivery teams, directly or via Team Leaders.
• Hands-on ownership of ITIL practices: Incident / Major Incident, Change, Service Request, Problem and Service Level Management.
• Experience defining or improving service standards, processes or reporting across more than one service or client.
• Practical experience estimating effort and staffing (FTE) for IT services and understanding of service cost, margin and profitability.
• ITIL 4 or ITIL (Version 5) Foundation certification.
• Practical experience with ServiceNow and/or Jira Service Management.
• Excellent communication skills in Polish and English.
• Willingness to work in a hybrid model from our Warsaw or Gdańsk office.

Nice to have

• Experience in an MSP, outsourcing or IT consulting company.
• Experience taking over services from another provider (transition, knowledge transfer, hypercare).
• Experience building or maintaining a service catalogue.
• Advanced ITIL certification (ITIL 4 Managing Professional modules or ITIL Version 5 Service / Experience / Transformation).
• Participation in commercial proposals, Statements of Work (SOWs) or contract renewals.
• Microsoft 365 / Azure service delivery; ServiceNow or Microsoft certifications.
• Experience in regulated environments, for example GxP.

What we offer

• A key role with real influence on how Seargin delivers services, working directly with the Head of Service Delivery.
• Ownership of services and a team, with room to shape the standard rather than inherit it.
• Competitive compensation based on your experience and qualifications.
• Hybrid work model and flexible working arrangements.
• Professional development and access to relevant certifications.
• Enterprise clients in international environments.

Discover the Power of IT Excellence. Apply!

To learn more about Seargin, please visit our web page: www.seargin.com