Service Delivery Manager / Managed Services Lead - HR Technology & Workforce Operations

EY; Katowice; Hybrid; PLN 180,000 - 300,000; Full time

Job summary

EY is seeking a Service Delivery Manager / Managed Services Lead for HR Technology & Workforce Operations in Katowice, with a hybrid work model (2 days in office / 3 days remote). You will shape, transition and run scalable managed services for EY clients, owning performance, governance, escalation management and continuous improvement of the delivery model.

You will lead governance, onboarding, capacity planning and stakeholder engagement across engagements, driving maturity and value in a

Qualifications

• Experience leading managed services, BPO, shared services, application support, HR operations or technology support teams.
• Experience with service transition, governance, escalation management and client-facing delivery management.
• Strong English communication skills and ability to work with senior stakeholders in an international environment.
• Ability to build operating discipline, manage service quality and support team development.

Responsibilities

• As a service lead, you will manage delivery governance, stakeholder relationships and operational performance across one or more managed services engagements.
• Lead service delivery governance, including SLA oversight, service reporting, issue escalation and operational risk management.
• Support transition, onboarding and stabilization of new managed services scope, including knowledge transfer and operating model setup.
• Coordinate capacity planning, workload management and delivery quality across junior and senior specialists.
• Act as the key operational contact for clients, local market stakeholders and internal EY teams.
• Drive continuous improvement, standardization, productivity initiatives and service maturity development.

Skills

Managed services leadership

Stakeholder management

Service governance

Capacity planning

SLA/KPI reporting

English communication

Tools

SAP

SAP SuccessFactors

SAP HCM

Workday

UKG/Kronos

ATOSS

GFOS

Adicom

Intrakey

Shyftplan

ServiceNow

Jira

Job description

Service Delivery Manager / Managed Services Lead – HR Technology & Workforce Operations

Location: Katowice - 2 days in office / 3 days remote

The opportunity

As a Service Delivery Manager / Managed Services Lead, you will help shape, transition and run a scalable managed services capability for EY clients. You will be responsible for service performance, governance, escalation management and continuous improvement of the delivery model. You will play a key role in building a service-oriented business line that combines GDS delivery scale with strong client confidence, operational discipline and measurable service value.

Your Key Responsibilities

• As a service lead, you will manage delivery governance, stakeholder relationships and operational performance across one or more managed services engagements.
• Lead service delivery governance, including SLA oversight, service reporting, issue escalation and operational risk management.
• Support transition, onboarding and stabilization of new managed services scope, including knowledge transfer and operating model setup.
• Coordinate capacity planning, workload management and delivery quality across junior and senior specialists.
• Act as the key operational contact for clients, local market stakeholders and internal EY teams.
• Drive continuous improvement, standardization, productivity initiatives and service maturity development.

Skills And Attributes For Success

• You will succeed by bringing strong managed services leadership, commercial awareness and the ability to translate client needs into a reliable operating model.
• Strong knowledge of managed services, BPO, shared services or AMS delivery models.
• Excellent stakeholder management, escalation handling and service governance skills.
• Ability to manage performance through SLAs, KPIs, reporting, capacity planning and service improvement actions.

To qualify for the role, you must have

• Experience leading managed services, BPO, shared services, application support, HR operations or technology support teams.
• Experience with service transition, governance, escalation management and client-facing delivery management.
• Strong English communication skills and ability to work with senior stakeholders in an international environment.
• Ability to build operating discipline, manage service quality and support team development.

Ideally, you’ll also have

• German language capability for local market, end-user or client-facing interaction.
• Experience in HR technology, Time & Attendance, workforce management, payroll operations or related enterprise platforms.
• Familiarity with SAP, SAP SuccessFactors, SAP HCM, Workday, UKG/Kronos, ATOSS, GFOS, Adicom, Intrakey, Shyftplan, ServiceNow, Jira or similar tools.

What We Look For

We look for service leaders who can build confidence with clients, create structure for teams and turn operational delivery into a scalable business capability. The right person combines service mindset, pragmatic leadership and the ability to grow a managed services model beyond one platform or one client.

What We Offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations – Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

The Exceptional EY Experience. It’s Yours To Build.

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