Service delivery Manager

Aceolution; Kraków; On-site; PLN 180,000 - 280,000; Full time

Job summary

Aceolution Inc. in Kraków is seeking a Service Delivery Manager to lead delivery operations, drive client satisfaction, and ensure governance across multiple teams. You will optimize processes, manage staffing, monitor KPIs, and report on performance while fostering a high-performance culture.

You will champion the integration of AI-driven efficiencies into workflows, guide change management, and recruit/top talent to scale service delivery in a fast-paced, client-focused environment.

Qualifications

• Bachelor’s or Master’s degree in a related managerial field or GIS.
• 10+ years of professional experience with 5+ years leading teams and complex projects.
• Experience in Operations Delivery, Team Management, and Client Relationship Management.
• Proficiency with generative AI tools and platforms to drive efficiency.
• Strong data analysis, reporting, and governance capabilities.

Responsibilities

• Drive service delivery success with strong process controls and KPI/SLAs.
• Lead cross-functional teams, monitor performance, and prepare governance reports.
• Identify bottlenecks, improve processes, and enhance customer satisfaction.
• Oversee staffing, scheduling, and utilization across projects.
• Introduce AI-driven solutions and guide AI agent development and integration.

Skills

Client relationships

Team leadership

Operational delivery

AI adoption

Data analysis

Google Workspace

Education

Bachelor’s or Master’s degree

Tools

Generative AI platforms

Google Workspace

Job description

Job Description: Service Delivery Manager

Role Overview

In this high-impact leadership role, you will drive the success of service delivery operations by ensuring strong client relationships, operational excellence, and continuous improvement. You will lead service delivery in a dynamic environment, enabling effective coordination across teams, stakeholders, and business objectives. You will oversee project performance, guide managerial teams, and uphold high service standards through effective governance, data-driven insights, and proactive risk management. Additionally, you will support decision-making, foster a high-performance culture, and enable teams to consistently achieve organizational goals. You will play a pivotal role in integrating AI-driven efficiencies into our delivery workflows, leveraging cutting-edge tools to optimize operational output.

Key Responsibilities

• Ensure successful service delivery by establishing robust process controls to consistently meet and exceed all SLAs and KPIs.
• Monitor the overall functioning of processes and performance of services. Conduct deep dives and Root Cause Analysis to provide detailed explanations and action plans for any out-of-target KPIs.
• Identify operational bottlenecks and improvement areas, implementing adequate measures to maximize customer satisfaction, quality, and efficiency.
• Administer scheduling systems, manage staffing, coverage, and optimize overall utilization percentages across the project.
• Act as the primary point of contact to build an excellent rapport with key client staff and collaborate with senior management on client account management and growth.
• Generate comprehensive reports and dashboards to appraise management of process operations. Sponsor and conduct regular governance checkpoints, status meetings, and service delivery reviews.
• Build and maintain strong relationships with peers at middle/senior management levels across multiple units within the organization to facilitate seamless team workflow.
• Provide strategic direction for Team Managers and project teams across all project phases, ensuring project profitability and effective Change Management.
• Manage the seamless transition of new services or processes by mapping client requirements and developing/implementing workflows in line with pre-set guidelines.
• Coordinate projects, process improvement strategies, and methodologies to ensure maximum operational efficiency.
• Drive AI adoption within the team by identifying opportunities to embed AI tools into daily operations to enhance productivity and service quality.
• Actively participate in the development, testing, and refinement of AI agents, providing feedback to technical teams to improve agent performance and alignment with business goals.
• Collaborate with cross-functional teams to translate complex business needs into AI-driven solutions, utilizing industry-standard development environments to iterate on prompt engineering and model behavior.
• Lead the hiring and onboarding strategies to attract, select, and integrate top talent into the operational ecosystem seamlessly.
• Communicate job expectations, plan, monitor, appraise, and review job contributions while strictly enforcing company policies and procedures.

Job Requirements & Qualifications

• Bachelor’s or Master’s degree, preferably in GIS or a related managerial field.
• Minimum 10 years of professional experience, with at least 5 years dedicated to managing successful teams and complex projects.
• Experience in Operations Delivery, Team Management, and Client Relationship Management.
• Advanced proficiency in Google Workspace products (Gmail, Calendar, Drive, Docs, Spreadsheets) and standard MS Office tools (Excel macros, VLOOKUPs, Pivot Tables, and charts) is a plus.
• Demonstrated experience in working with generative AI tools to drive operational efficiency.
• Hands-on experience with generative AI development platforms, including the ability to experiment with, evaluate, and refine AI models.
• Proven capability to understand, oversee, and optimize the lifecycle of AI agents, from initial deployment to iterative improvement and maintenance.
• Proven experience in managing project lifecycles, change management, and operational transitions.
• Proven experience in managing large teams (over 50).
• Experience in team performance management.
• Ability to maintain and analyze large data sets efficiently to undertake program-level action plans toward quality and efficiency improvements.
• Comfortable dealing with a rapidly evolving, fast-paced, and deadline-driven environment; possesses a strong work ethic to "get things done and make things happen."
• Strong analytical and logical reasoning, excellent presentation and mass communication skills, risk analysis/mitigation capabilities, and a sharp attention to detail.
• Fluency in English with excellent written, verbal, and reading comprehension skills

Aceolution Inc. will never request a monetary deposit for any role or project with the company, and our recruitment and sourcing teams only use @aceolution.com address when emailing candidates. Ignore aceolutions.com which is a spammer email ID doing rounds over the past few months.