Global Service Delivery Manager

As a global leader in facilities services we connect people and places to make the world work better. Whether directly or indirectly, you’ll play a vital role in supporting our placemakers in delivering exceptional workplace experiences for our customers. Together, we make space for people and businesses to thrive.

Location: Warszawa, PL

Language: English

Main purpose of the position

Your goal is to deliver services that meet business needs, accelerate digital transformation, create/maintain a competitive advantage within ISS A/S market segments while ensuring security compliance.

• You will be the key point of contact for the business stakeholders and be the link between IT, vendors and the business.

• As the Global Service Delivery manager, you will be managing team performance to control service quality.

Key expectations:

You demonstrate exceptional attention to detail, possess strong communication skills, and take full ownership of responsibilities. Additionally, we expect proven experience working within large, complex organizational environments. 

What you’ll do:

• Identifying business needs and overseeing service delivery within the business context

• Collaboration with the service delivery team and ensuring the team's processes and tasks are carried out efficiently

• Responsible for Service Transition, Service Monitoring, Service Reporting & Communication, Service Operation and Continual Improvement

• Partner with IT and business stakeholders to define SLAs/OLAs and ensure they are consistently met or exceeded

Who you’ll work with:

• ITSM Process team

• Service/Product Owners

• Service Desk and Operation teams

• Information Security team

• External vendors

Key qualifications:

• Minimum of 5 years as Service Delivery Manager or 3 years as Service Delivery Manager plus 2 years in another ITSM-related role (e.g., Incident Manager), preferably in a technology or operations environment

• Bachelor’s degree in information technology or a related field (desirable)

• High level understanding of large-scale IT environments

• Deep knowledge of ITIL (Information Technology Infrastructure Library) framework (mandatory)

• Experience with service management tools such as Jira Service Management or ServiceNow.

• English - full professional proficiency

• Power BI (optional)

Personal skills you excel:

• Highly organized and able to work independently

• Actively looking for new and more efficient ways of improving processes, raising standards, reducing errors, and overcoming omissions.

• Outstanding communication and interpersonal skills in order to comfortably connect with partners at all levels across the organization and facilitates discussions in a constructive manner.

Why ISS

At ISS, we are more than just a service provider of cleaning, food, workplace and technical services, we are a partner in our customers’ success. By creating exceptional service moments and transforming workplaces into spaces where employees feel valued, engaged and productive, we enhance productivity and help our customers to attract talent and grow their businesses. This begins with our own people through training, career development, and a supportive culture – empowering them to deliver outstanding service. We know that when our people thrive, they create spaces where our customers’ employees and businesses thrive too.

ISS is a Place to Be You.

Be who you are. Become what you want. Be part of something bigger.

Become more. Become ISS.

How you’ll apply

Apply directly via the link on this page by submitting a cover letter, CV and other relevant documents for the position you are applying for.

We look forward to receiving your application as soon as possible.

ISS seeks to BE a place of belonging and CREATE places where every person is welcomed, embraced, and valued for exactly who they are. Places where people feel safe, respected, represented, and supported as their authentic selves.