IT Service Delivery Manager

Seargin Ltd; Województwo mazowieckie; On-site; PLN 140,000 - 210,000; Full time

Benefits offered by this job

Private medical care

Group insurance

MyBenefit and Multisport benefits

English and German lessons

Psychological support

Job summary

Seargin Ltd in Poland seeks an experienced Service Delivery Manager to own end-to-end delivery of managed services under SLA, lead delivery teams, and drive improvements across SAP and non-SAP services. You will collaborate with Sales, Presales, and clients to define scope, pricing models, and operational approaches.

You will manage incidents, transitions, governance, and KPIs, ensuring profitability and client satisfaction in a dynamic, international environment.

Qualifications

• Minimum 5 years as a Service Delivery Manager or Service Manager accountable for managed services under SLA.
• Hands-on SAP AMS and non-SAP service management including Service Desk, M365, ServiceNow, or Jira-based support.
• Proven experience leading service delivery teams directly or through Team Leaders while managing performance, capacity, and outcomes.
• ITIL Process Ownership across Incident, Major Incident, Change, Problem, Service Request, and Service Level Management.
• Experience defining, improving, or implementing service standards, reporting models, governance structures, and operational processes.
• Practical experience estimating staffing requirements, FTE demand, service effort, and resource allocation.
• ITIL certification (ITIL 4 Foundation or equivalent) demonstrating knowledge of best practices.
• Experience with ServiceNow and/or Jira Service Management in enterprise delivery.
• Excellent communication in Polish and English with clients and executives.

Responsibilities

• Own end-to-end delivery of managed services, ensuring SLA compliance, service quality, operational stability, predictability, and client satisfaction.
• Lead delivery teams directly or through Team Leaders, managing priorities, capacity planning, performance, development, and service execution.
• Own Major Incident processes, escalation handling, change governance, and operational risk management across assigned services.
• Conduct service reviews and quarterly business reviews, report service performance, manage stakeholder expectations, and drive improvement initiatives.
• Lead onboarding of new services, including knowledge transfer, transition planning, hypercare activities, and operational stabilization.
• Support the creation and rollout of a unified service management framework applicable across multiple clients, services, and delivery teams.
• Define and maintain service catalogues, SLA frameworks, KPIs, governance processes, reporting standards, and performance measurement practices.
• Drive continual service improvement initiatives and support Delivery Managers in adopting standardized delivery approaches.
• Collaborate with Sales and Presales to define service scope, delivery models, team structures, assumptions, risks, and operational approaches.
• Estimate staffing needs, service effort, and operational costs while monitoring profitability, managing scope changes, and supporting business growth opportunities.

Skills

Service Delivery

SAP & Non-SAP

Leadership

ITIL Practices

Capacity Planning

Commercial Awareness

ServiceNow/Jira

Stakeholder Management

Education

ITIL 4 Foundation

Tools

ServiceNow

Jira Service Management

Job description

• Own end-to-end delivery of managed services, ensuring SLA compliance, service quality, operational stability, predictability, and client satisfaction.
• Team Leadership & Service Operations
  • Lead delivery teams directly or through Team Leaders, managing priorities, capacity planning, performance, development, and service execution.
• Own Major Incident processes, escalation handling, change governance, and operational risk management across assigned services.
• Service Reviews & Client Management
  • Conduct service reviews and quarterly business reviews, report service performance, manage stakeholder expectations, and drive improvement initiatives.
• Service Transition & Onboarding
  • Lead onboarding of new services, including knowledge transfer, transition planning, hypercare activities, and operational stabilization.
• Support the creation and rollout of a unified service management framework applicable across multiple clients, services, and delivery teams.
• SLA, KPI & Governance Frameworks
  • Define and maintain service catalogues, SLA frameworks, KPIs, governance processes, reporting standards, and performance measurement practices.
• Service Improvement & Process Optimization
  • Drive continual service improvement initiatives and support Delivery Managers in adopting and maintaining standardized delivery approaches.
• Commercial & Proposal Support
  • Collaborate with Sales and Presales teams to define service scope, delivery models, team structures, assumptions, risks, and operational approaches.
• Estimate staffing needs, service effort, and operational costs while monitoring profitability, managing scope changes, and supporting business growth opportunities.

Requirements

• Service Delivery Management Experience
  • Minimum 5 years of experience as a Service Delivery Manager or Service Manager accountable for managed services delivered under SLA agreements.
• SAP & Non-SAP Service Management
  • Hands‑on experience managing SAP services such as SAP AMS alongside non‑SAP services including Service Desk, M365, ServiceNow, or Jira‑based support services.
• Proven experience leading service delivery teams directly or through Team Leaders while managing performance, capacity, and operational outcomes.
• ITIL Process Ownership
  • Practical ownership of Incident Management, Major Incident Management, Change Management, Problem Management, Service Request Management, and Service Level Management processes.
• Experience defining, improving, or implementing service standards, reporting models, governance structures, and operational processes across multiple services.
• Resource & Capacity Planning
  • Practical experience estimating staffing requirements, FTE demand, service effort, support coverage, and resource allocation for managed services.
• Strong understanding of service cost structures, pricing models, profitability, margins, and commercial aspects of service delivery operations.
• ITIL Certification
  • ITIL 4 Foundation or equivalent ITIL certification demonstrating knowledge of service management best practices and frameworks.
• Service Management Platforms
  • Hands‑on experience working with ServiceNow and/or Jira Service Management within enterprise service delivery environments.
• Communication & Stakeholder Management
  • Excellent communication skills in Polish and English with experience managing clients, stakeholders, delivery teams, and executive‑level discussions.

What we offer

• The opportunity to grow in international B2B sales
• Work with clients from the DACH market
• A clear career path, from Junior to Specialist and beyond
• Full onboarding into IT services sales
• An attractive commission system with no upper limit
• Real impact on your earnings
• Work in a dynamic, international environment
• Private medical care
• Group insurance
• MyBenefit and Multisport benefits
• Free English and German lessons
• Psychological support

Nice to have

• MSP & Outsourcing Experience
  • Experience working within managed service providers, outsourcing organizations, or IT consulting environments delivering services for multiple clients.
• Service Transition Experience
  • Experience taking over services from external providers, including transition planning, knowledge transfer, hypercare, and stabilization activities.
• Experience contributing to service catalogues, Statements of Work, contract renewals, commercial proposals, and service design activities.
• Advanced ITIL & Cloud Services Knowledge
  • Advanced ITIL certifications and experience managing Microsoft 365, Azure, ServiceNow, or services delivered within regulated environments.

Work with us