IT Service Delivery Manager — Automation & Excellence

PwC; Kraków; Hybrid; PLN 180,000 - 280,000; Full time

Benefits offered by this job

Hybrid work model

Mentoring & training

Medical care package

Individual benefits package

Job summary

PwC Poland is seeking a Service Delivery Manager to oversee end-to-end ITSM operations for key clients in Kraków. You will lead service desk, technical support, and supplier management, driving improvements and governance across the delivery landscape.

You will coordinate onboarding, ensure smooth transitions, and act as the main link between clients, delivery teams, and partners while maintaining strong stakeholder relationships and English communication.

Qualifications

• 5+ years of experience in IT service management.
• Strong understanding of ITIL framework and best practices.
• Excellent communication and interpersonal skills with diverse teams and stakeholders.

Responsibilities

• Own end-to-end service delivery and ITSM operations for assigned clients.
• Lead service desk, technical support and supplier management.
• Drive service excellence through continuous improvement, automation and governance.
• Act as the trusted link between clients, delivery teams and partners.
• Manage incidents, problems, changes and releases to ensure stability and performance.
• Support onboarding and transition of new AES/AMS services across the DACH region.
• Shape service solutions and define delivery scope for new client opportunities.
• Contribute to client discovery, sales discussions and service design activities.
• Ensure successful service launches by aligning client expectations with delivery readiness.
• Build strong stakeholder relationships for growth and long-term value.
• Lead or support service transitions, knowledge transfer and ITIL-aligned practices.
• Manage team capacity, skills development and service performance.
• Monitor and report on SLAs, KPIs and compliance with firm standards.

Skills

IT Service Management

ITIL framework

Leadership

Communication skills

English proficiency

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

ITSM tools

Job description

PwC Poland is seeking a Service Delivery Manager to oversee end-to-end ITSM operations for key clients in Kraków. You will lead service desk, technical support, and supplier management, driving improvements and governance across the delivery landscape.

You will coordinate onboarding, ensure smooth transitions, and act as the main link between clients, delivery teams, and partners while maintaining strong stakeholder relationships and English communication.