Service Delivery & Development Manager | Managed Services Operations

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

Job Description & Summary

The Application Evolution Services team is a part of PwC Poland. Our work requires constant monitoring of the operation of applications and real-time response. We also improve existing products and introduce new functionalities, so that applications can advance in parallel with our clients’ growth. We repair, keep our fingers on the pulse, create CR, document, and sometimes teach our clients’ employees. The better we work, the less you notice us. Plus, we simply love what we do. We deploy the most innovative Customer Experience solutions for our clients.

We are looking for:
Service Delivery Manager

Your Future Role:

• Own end-to-end service delivery and ITSM operations for assigned clients,




• Lead key service functions, including 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 service stability and performance,




• Support onboarding and transition of new AES/AMS services, particularly 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 that support 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.

Apply if you have:

• Minimum of 5 years of experience in IT service management.




• Strong understanding of ITIL framework and best practices.




• Excellent communication and interpersonal skills, with the ability to interact effectively with diverse teams and stakeholders - product owners, service solution designers, architects, business representatives etc.




• Leadership and Team Management capabilities - ability to lead and manage service functions engaged in the ITSM process.




• Experience in the transition management role (IT service set-up/take-over) would be highly desirable.




• Excellent knowledge of any ITSM-class tool (advanced user perspective).




• Problem-solving and analytical skills (focus on resolving issues, determining root causes, identifying and implementing process improvements).




• Understanding agile/scrum methodologies and the iterative product development process.




• Understanding of risk management principles, experience in identifying and mitigating operational risks related to the IT maintenance and support process.




• Very good command of English.




• Bachelor’s degree in information technology, Computer Science, or a related field.

Nice to have:

• Experience in ServiceNow software.




• ITIL Foundation Certification.




• Knowledge of German.




• The role will not necessarily refer to the SAP technology, however, the knowledge of SAP, including SAP Production Planning (PP), Quality Management (QM), Supply Chain Management (SCM), Materials Management (MM), and Enterprise Value Management (EVM) might be beneficial in some engagements.

By joining us you gain:

• Work flexibility - hybrid working model, flexible start of the day, workation, sabbatical leave,




• Development and upskilling - our full support during onboarding process, mentoring from experienced colleagues, training sessions, workshop and conversations with native speaker,




• Wide medical and wellbeing program - medical care package (freedom of treatment, physiotherapy), coaching, mindfulness, psychological support, education through dedicated webinars and workshops, financial and legal counseling,




• Possibility to create your individual benefits package (a.o. lunch pass, insurance packages, concierge, veterinary package for a pet, massages) and access to a cafeteria - vouchers, discounts on IT equipment and car purchase,




• 3 paid hours for volunteering per month,




• Additional paid Birthday Day off,




• And when you start enjoying PwC as much as we do, you may recommend your friend to work with us.

Recruitment Process:

• Apply,




• Screening call,




• Language assessment (optional),




• Interview I,




• Interview II,




• Offer.

Should you have any questions, please do not hesitate to reach out to us: [e-mail].

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