Service Delivery Manager – End User Services

circlek; Warszawa; On-site; PLN 180,000 - 300,000; Full time

Benefits offered by this job

Contract of employment

Annual bonus

Private medical care

Cafeteria Platform/Multisport

English lessons

Group insurance

Two extra days off

Employee Referral Bonus Program

Stock purchase plan

Employee Assistance Program (Lyra)

Job summary

Circle K Poland is seeking an experienced Service Delivery Manager – End User Services to lead and improve the End User Services across the organization. You will oversee Windows/macOS/Linux endpoints, device management, and Microsoft 365, coordinating with internal teams and external providers to meet SLAs and drive continuous improvement.

You will be accountable for budgeting input, vendor reviews, licensing, and service transitions, while ensuring a strong end-user experience and cost

Qualifications

• 8+ years of professional IT experience.
• 2–3 years in service delivery, service ownership, technology management, or a leadership role.
• Experience managing outsourced IT services and third-party providers.
• Familiarity with ITIL processes, especially Incident, Problem, Change, and Service Level Management.

Responsibilities

• Oversee the delivery of End User Services across the organization.
• Manage outsourced service providers and ensure SLAs, KPIs, service quality, and contractual commitments are met.
• Act as the main escalation and coordination point for End User Services.
• Drive continuous improvement, standardization, automation, and service quality.

Skills

Vendor management

Escalation management

Stakeholder management

Communication skills

Ambiguity handling

Tools

ServiceNow Platform

Microsoft 365

Job description

Job Description

We are looking for an experienced Service Delivery Manager – End User Services to oversee and continuously improve End User Services across the organization.

This role is responsible for ensuring that workplace technology services are reliable, secure, cost-effective, and focused on a strong end-user experience.

A significant part of our End User Services is delivered by external service providers, so the role requires strong experience in vendor management, service governance, escalation management, and coordination across multiple internal and external teams.

The successful candidate will be comfortable working in a complex, fast-changing environment and able to bring structure, ownership, and clear priorities where processes or responsibilities are not always fully defined.

Key responsibilities

• Oversee the delivery of End User Services across the organization.
• Manage outsourced service providers and ensure agreed SLAs, KPIs, service quality, and contractual commitments are met.
• Act as the main escalation and coordination point for End User Services.
• Drive continuous improvement, standardization, automation, and service quality.
• Coordinate operational processes including incidents, problems, changes, releases, and service lifecycle activities.
• Oversee End User Services projects and smaller initiatives, working closely with Project Managers, Architects, Security, Infrastructure, Network, and business stakeholders.
• Coordinate the End User Services roadmap and lifecycle planning.
• Monitor service performance, risks, user experience, licensing, operational costs, and provider performance.
• Provide input to annual budgeting, forecasting, vendor reviews, and technology investments.
• Support RFIs, RFPs, RFQs, procurement activities, and service transition into operations.
• Help ensure clear service ownership and responsibility boundaries across internal teams and suppliers.
• Software and license evidence validation

Service scope

The role covers the broader End User Experience, including:

• Windows endpoints.
• Apple devices, with a strong focus on iPadOS.
• macOS and Linux endpoints where applicable.
• Device management, provisioning, updates, compliance, lifecycle, and asset management.
• Application onboarding, packaging, deployment, and decommissioning.
• Microsoft 365.
• Microsoft Teams and Teams Voice.
• Exchange Online and shared mailboxes.
• Slack.
• OneDrive, SharePoint, and Teams collaboration sites.
• Secure Email Gateway services, including Mimecast.
• SMTP and system email services.
• SMS services.
• Traditional file services such as DFS.
• Digital Employee Experience and endpoint analytics.
• Software distribution, patching, and software lifecycle management.
• SaaS, licensing, and cost optimization.

What we are looking for

• 8+ years of professional IT experience.
• Experience in End User Computing, Digital Workplace, Microsoft 365, endpoint management, infrastructure services, or a related area.
• At least 2–3 years of experience in service delivery, service ownership, technology management, or a similar leadership role.
• Strong experience managing outsourced IT services and third-party providers.
• Good understanding of Microsoft 365, Teams, Exchange Online, OneDrive, and SharePoint.
• Good understanding of endpoint management, particularly Windows and Apple/iPadOS environments.
• Experience with SLAs, KPIs, operational escalations, service reviews, and continuous improvement.
• Familiarity with ITIL processes, especially Incident, Problem, Change, and Service Level Management.
• Experience coordinating projects, service transitions, and technology lifecycle activities.
• Experience with budgeting, vendor management, licensing, and operational cost control.
• Strong communication, stakeholder management, and influencing skills.
• Ability to work effectively across multiple teams and suppliers without direct authority.
• Ability to bring structure to ambiguity and drive topics through to resolution.

Nice to have

• Experience with Digital Employee Experience or endpoint analytics.
• Experience with automation and self-service solutions.
• Experience with AI productivity services.
• Familiarity with SAFe, Agile, or similar delivery frameworks.
• Experience with SaaS cost optimization or FinOps.
• Experience with ServiceNow Platform.

What do we offer?

• Contract of employment
• Annual bonus
• Private medical care
• Cafeteria Platform/Multisport
• English lessons subsidized by the company
• Group insurance
• Two additional days off (Good Friday, Friday after Corpus Christi) – with the possibility of exchanging for other holidays
• Employee Referral Bonus Program
• Attractive discounts for products and services at our stations
• Employee stock purchase plan
• Employee Assistance Program (Lyra)
• Modern and convenient office that you can virtually visit here - https://goo.gl/maps/CLteHfYcdYMbdESq6
• Trainings & possibility to develop skills in a wide international environment

When working with us you can depend upon it that you will not be judged on the grounds of race, national origin, gender, sexual orientation, disability, age, or other legally protected status. Oppositely – we believe that our diverse and inclusive culture helps us create an amazing atmosphere where everybody feels welcome.

Check who we are here: https://youtu.be/td-QGnNnvW0

We hereby inform that in the company Circle K Business Centre Poland sp. z o.o. with registered office in Warsaw an Internal Notification and Follow-up Actions Procedures applies. The document describes rules for reporting violations of law by whistleblowers. Full content of the above-mentioned Procedure is available here: https://www.circlek.pl/o-nas/procedury-zgloszen