Service Delivery Lead & Service Coordinator

Vaillant Group; Katowice; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Private medical care

Sports card subsidy

Group insurance

Ergonomic office spaces

Hybrid work model

Job summary

Vaillant Group in Katowice, Poland, is seeking an IT Service Manager to own end-to-end IT Operations services and coordinate global providers. You will monitor KPIs, manage major incidents, and drive continuous service improvement in a hybrid work setting.

With a background in IT and ITIL-based service management, you will report to Group IT, build governance standards, and contribute to KPI dashboards and management reporting. English fluency is essential; German is a plus.

Qualifications

• Bachelor or Master in Information Technology or related field.
• Strong knowledge of ITIL-based service management.
• Experience creating management reports and KPI dashboards.

Responsibilities

• Take end-to-end responsibility for defined IT Operations services throughout their lifecycle.
• Monitor and enforce service levels and KPIs; drive improvement measures.
• Coordinate internal teams and external nearshore/offshore providers for high-quality delivery.
• Lead regular service reviews with stakeholders and suppliers to identify optimization opportunities.
• Manage major incidents, escalations, communications, and problem management.
• Own service roadmaps and align with business requirements and Group IT objectives.
• Coordinate the ITSM Practice Hub within Group IT for knowledge sharing.
• Develop governance frameworks and reporting structures for consistency across the org.
• Define, harmonize, and monitor KPIs, reviews, and reporting to support decision-making.
• Collaborate with IT Process, Quality & Risk Management teams to maintain standards.

Skills

ITIL Service Mgmt

KPI dashboards

Stakeholder mgmt

IT Operations

ServiceNow

Education

Bachelor/Master in IT

Tools

ServiceNow

Job description

Company: Vaillant Group Location: Katowice-POL Country: Poland (PL) Brand: Vaillant Group
Contract type: Permanent Working time: Full-time

What We Achieve Together

• You will take end-to-end responsibility for defined IT Operations services throughout their entire lifecycle, ensuring reliable service delivery and continuous improvement.
• By monitoring and enforcing agreed service levels and KPIs, you will proactively analyze service performance and drive improvement measures where needed.
• You will coordinate internal teams as well as external nearshore and offshore service providers, ensuring high-quality service delivery and effective collaboration across all stakeholders.
• Through regular service reviews with business stakeholders and suppliers, you will identify optimization opportunities and implement continuous service improvement initiatives.
• You will manage major incidents, escalations, communications, and problem management activities, ensuring timely resolution and minimal business impact.
• As the owner of service roadmaps, you will align service evolution with business requirements and Group IT objectives.
• You will functionally coordinate the ITSM Practice Hub within Group IT, fostering collaboration, knowledge sharing, and best-practice exchange among IT Service Managers.
• Together with key stakeholders, you will further develop service management standards, methodologies, governance frameworks, and reporting structures to ensure consistency across the organization.
• You will define, harmonize, and monitor KPIs, service review processes, and reporting mechanisms, supporting transparency and informed decision-making.
• Working closely with IT Process, Quality & Risk Management teams, you will ensure consistent standards, support cross-service topics and escalations, and continuously enhance the ServiceNow-based service management landscape.

What Makes Us Successful Together

• Qualification: You will hold a university degree (bachelor/master's or equivalent) in Information Technology, Business Informatics, Business Administration, or a related field. An ITIL certification is an advantage.
• Experience: You will bring several years of experience as an IT Service Manager, Service Delivery Manager, or in a comparable role, with experience managing external service providers and working within global service organizations.
• Know-how and skills: You will demonstrate strong knowledge of ITIL-based service management, a solid understanding of IT Operations, Workplace Services and/or Infrastructure Services, and experience creating management reports and KPI dashboards. You will also possess excellent communication, facilitation, stakeholder management, and conflict resolution skills, along with a structured and analytical way of working.
• Nice to have: Experience working with ServiceNow-based service management environments, driving continuous service improvement initiatives, and developing governance frameworks and service management standards is a plus.
• Personality: You will be a proactive and collaborative team player who enjoys driving improvements, facilitating knowledge sharing, and building strong relationships across international and cross-functional teams.
• Language skills: You will be business fluent in English, with German language skills considered an advantage.

What You Can Count On

• Flexible work model: adjustable starting times (7:30 – 9:00AM), hybrid work 70/30, and up to 30 days of remote work from abroad from selected countries.
• Health & Wellness support: private medical care (Medicover), sports card subsidy (Multisport), group insurance (Warta), and ergonomic office spaces.
• Time off & balance: additional paid 2 days off and subsidies for recreation.
• Financial perks: up to 30% discount on company products, support for commuting and eyewear.
• Growth & Development: access to internal training, mentoring programs, self-learning platform for languages (eTutor) and international projects.
• Culture & Community: company events, family friendly activities, and open opportunities within Vaillant Group.

We take care of a better climate. In every home and our environment. As a successful family business, we have been living up to this claim for over 150 years. We are one of the world's leading providers of heat pumps, digital services and efficient gas heating appliances and offer energy-saving solutions.

You will find sustainability everywhere at the Vaillant Group. In the office, at the production sites and on the road. Around 16,000 employees from over 70 countries are committed to this every day. As an international team, we take responsibility - for our future and that of our planet. We promote your personal development so that you can act with passion and together we can ensure a better climate.

Become part of the Vaillant Group and help us shape the future of heating!

We promote equity and do not tolerate any form of discrimination. We value the uniqueness of each individual and encourage all people to apply.

Your Contact

Sara Morawska

[phone]