Senior IT Service Delivery Manager – SAP & MSP

Seargin Ltd; Województwo mazowieckie; Sur place; PLN 140 000 - 210 000; Plein temps

Avantages offerts par ce poste

Private medical care

Group insurance

MyBenefit and Multisport benefits

English and German lessons

Psychological support

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Service Delivery

SAP & Non-SAP

Leadership

ITIL Practices

Capacity Planning

Commercial Awareness

ServiceNow/Jira

Stakeholder Management

Formation

ITIL 4 Foundation

Outils

ServiceNow

Jira Service Management

Description du poste

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.