Service Delivery Manager

Spyro Soft; Wrocław; On-site; PLN 120,000 - 180,000; Full time

Job summary

A leading IT solutions company is seeking a specialist in service management to support diverse clients in their digital transformation journey. The role encompasses incident management, financial forecasting, and ensuring the delivery of high-quality services tailored to meet client expectations. Ideal candidates will have relevant experience, particularly in ITIL and stakeholder management, to drive efficiency and service improvements.

Qualifications

• Expertise in ITIL V4 framework required.
• Experience in incident management and financial management.
• Ability to communicate effectively with stakeholders.

Responsibilities

• Managing responsibilities for multiple customers independently.
• Executing tasks with minimal supervision.
• Driving P&L and budget management for service delivery.

Skills

ITIL V4 expertise

Incident management

Troubleshooting

Root Cause Analysis

Churn potential analysis

Contract management

Financial management

Tools

SAP

BMC Remedy

ServiceNow

Jarvis

Jira

Confluence

Job description

Requirements:

• Expertise in ITIL V4 framework
• Experience in incident management, troubleshooting, and Root Cause Analysis (RCA) documentation
• Experience with MS Professional Applications, SAP, BMC Remedy, ServiceNow, Jarvis, Contract Database, Confluence, Jira
• Experience in churn potential analysis and claim management
• Experience in contract management, financial management, service management, service improvement, and escalation management
• Open communication with external/internal stakeholders (customers, internal management, medium levels)
• Flexibility to adapt to changing work environments and knowledge capabilities

Project description:

Our customer is a German company specializing in comprehensive IT solutions, supporting enterprises in their digital transformation. They offer high-quality services including IT infrastructure management, business applications, and modern workplace solutions. The company focuses on long-term relationships, tailoring services to meet clients’ needs, ensuring stability, security, and innovation. Operating throughout Germany, they aim to help clients succeed in a dynamic technological landscape. Their offerings include modern IT infrastructures and scalable cloud solutions such as SAP and AI, customized to client requirements. They serve a diverse range of clients, including large enterprises with complex IT needs, supporting the digital transformation of the German economy.

Main responsibilities:

• Owning responsibilities for one or multiple customers, depending on size and complexity
• Executing tasks independently with minimal supervision from experienced colleagues
• Maintaining high awareness of priorities among stakeholders
• Understanding and fulfilling customer needs and expectations in operations
• Completing tasks efficiently and implementing cost-saving measures
• Managing financial aspects, including costs, profit, and cash flow
• Driving P&L and budget management to ensure profitable service delivery
• Billing and verifying invoices
• Monitoring contractual financial status
• Supporting penalty fee and credit management
• Creating financial forecasts
• Managing resources effectively and minimizing costs within budget
• Implementing risk management strategies
• Creating and maintaining process documentation
• Monitoring and initiating service improvements and claims
• Reporting on service performance