Senior Service Delivery Manager

Talent Search Technology; Kraków; Hybrid; PLN 240,000 - 360,000; Full time

Job summary

Talent Search Technology in Kraków is seeking a senior IT service delivery leader to oversee global digital workplace operations in a hybrid role, with a proven track record in managing multi-region services and driving SLA/KPI accountability.

The role requires deep ServiceNow ITSM experience and strong governance of Microsoft 365/endpoints, including Intune and packaging/release operations, to ensure stability and timely service improvements across a multinational user base.

Qualifications

• 10+ years in IT service delivery or related operations leadership.
• 5+ years in a service delivery leadership role.
• Experience managing global or multi-region Digital Workplace services with SLA/KPI accountability.
• Strong ServiceNow ITSM operating experience across incidents, requests, changes, problems, knowledge, dashboards and reporting.
• Experience governing Microsoft 365 / endpoint services (Exchange Online, Teams, SharePoint, OneDrive, Intune, SCCM/MECM, JAMF, Defender, Entra ID).
• Experience in application packaging / release operations using Intune and/or Patch My PC.

Skills

Leadership in IT service delivery

Digital Workplace services

SLA/KPI governance

Tools

ServiceNow ITSM

Intune

Patch My PC

Microsoft 365

SCCM/MECM

Job description

Note : It is an UOP role in Krakow with hybrid work model.

10+ years in IT service delivery, managed services, workplace operations or infrastructure/application operations, with 5+ years in a service delivery leadership role.

• Proven experience managing global or multi-region Digital Workplace services with measurable SLA/KPI accountability.
• Strong ServiceNow ITSM operating experience across incidents, requests, changes, problems, knowledge, dashboards and reporting.
• Experience governing Microsoft 365 / endpoint services such as Exchange Online, Teams, SharePoint, OneDrive, Intune, SCCM/MECM, JAMF, Defender and Active Directory / Entra ID.
• Experience in application packaging / release operations using Intune and/or enterprise packaging automation tools such as Patch My PC is strongly preferred.
• Experience leading transitions, knowledge transfer, operational acceptance, dual-run/cutover and steady-state stabilization for managed services.

Technical & Domain Knowledge

Domain Expected Knowledge SDM Focus

ITSM / Governance ITIL 4, ServiceNow, SLA/KPI governance, queue hygiene, major incident/problem/change governance. Performance control, stakeholder reporting, risk/action governance