Senior IT Service Delivery Manager

Tata Consultancy Services; Warszawa; On-site; PLN 200,000 - 320,000; Full time

Benefits offered by this job

Hybrid working model

Private healthcare

Life insurance

Multisport card

Learning and development access

Theatre tickets discounts

Job summary

Tata Consultancy Services is seeking an experienced IT Service Delivery Manager to lead customer engagements, delivery operations, and growth initiatives across the Polish market. You will act as the main delivery contact for clients, drive governance, manage risks, and coordinate cross-functional teams to ensure on-time, within-budget outcomes.

The role requires strong stakeholder management, English and Polish fluency, and experience with enterprise accounts, ITIL/DevOps, and continuous

Qualifications

• 5+ years of experience in IT service delivery, project management, IT operations or related leadership roles.
• Experience managing enterprise customers or strategic accounts.
• Fluent Polish and English.
• Experience with governance, escalations, and cross-functional delivery.

Responsibilities

• Act as the primary delivery contact for assigned clients and manage relationships.
• Lead delivery of IT services, projects and transformation initiatives.
• Oversee governance, service reviews and operational meetings.
• Manage risks, dependencies, resources and project performance.
• Provide regular reporting and support pre-sales and cost optimisation initiatives.

Skills

Stakeholder management

Governance

Escalation management

Leadership

Cross-functional teams

Delivery management

Communication

Job description

Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions. We are looking for an experienced IT Service Delivery Manager to lead customer engagements, delivery operations, and business growth initiatives across the Polish market.

Key Responsibilities:

Client & Account Management

• Act as the primary delivery contact for assigned clients.
• Build and maintain strong relationships with customer stakeholders.
• Lead governance, service review, and operational meetings.
• Manage escalations and ensure timely resolution.
• Support business growth, pre-sales activities, and service improvement initiatives.

Service & Project Delivery

• Lead delivery of IT services, projects, and transformation initiatives.
• Ensure delivery meets agreed scope, budget, timelines, quality standards, SLAs, and KPIs.
• Manage risks, dependencies, resources, and project performance.
• Coordinate delivery across internal teams, vendors, and partners.
• Provide regular operational and executive-level reporting.

Operations & Continuous Improvement

• Drive service excellence and continuous improvement programs.
• Lead incident, problem, and escalation management processes.
• Promote automation, operational efficiency, and industry best practices (ITIL, Agile, DevOps).
• Support account financial performance and resource utilisation.
• Contribute to business cases, financial reviews, and cost optimisation initiatives.
• Support contract and commercial management activities.

Leadership & Governance

• Lead and develop geographically distributed delivery teams.
• Foster a high-performance and customer-focused culture.
• Support recruitment, onboarding, coaching, and succession planning.
• Ensure compliance with contractual, organisational, and quality requirements.

Required Skills & Experience:

• 5+ years of experience in IT service delivery, project management, IT operations, or related leadership roles.
• Experience managing enterprise customers or strategic accounts.
• Proven ability to lead cross-functional and geographically distributed teams.
• Strong stakeholder management, governance, and escalation management skills.
• Experience delivering projects while managing ongoing operational services.
• Fluent Polish and English.

Preferred

• Experience in Managed Services, Cloud Operations, Infrastructure Services, ERP Support, Digital Transformation, or IT Consulting.
• Experience working with global stakeholders and offshore delivery models.
• Exposure to financial, commercial, and contract management.

Preferred Certifications

• PMP or PRINCE2 Practitioner
• ITIL Foundation or higher
• Agile/Scrum or SAFe certification

What We Offer

• Competitive salary with annual salary reviews
• Hybrid working model (minimum 2 days per week in the office)
• Private healthcare and life insurance
• Multisport card
• Access to learning and development platforms
• Discounted theatre tickets
• Opportunity to work with international clients and modern technologies in a multicultural environment