Service Delivery Manager

Our client is seeking an experienced Service Delivery Manager who will:

• Lead the overall performance of SaaS application delivery across the group.
• Oversee the full implementation of SAP Concur, collaborating closely with the implementation partner.
• Manage ongoing projects related to the service, ensuring that the organization is operationally ready.
• Work with key stakeholders to collect business requirements, identify challenges, and set clear project goals.
• Oversee the configuration and customization of SaaS solutions to ensure they meet business needs and are fully optimized.
• Manage vendor relationships, ensuring strict adherence to SLAs and KPIs.
• Lead the full service lifecycle, including incident, change, and problem management.
• Serve as an escalation point for major incidents and issues that exceed SLA targets.
• Define and implement metrics to monitor service quality, capacity, and availability, including delivering regular reports.
• Ensure strong communication and issue resolution between users, vendors, and internal teams.
• Lead the development and implementation of service enhancements, improvements, and changes.
• Proactively communicate service statuses, trends, and progress on incident and service requests to stakeholders.

What our client is looking for:

• Proven experience in service delivery management, project management, or similar roles, ideally within IT or technology sectors.
• A track record of application support management at an enterprise level.
• Strong project management skills with the ability to handle multiple projects at once.
• Experience leading technical teams, managing vendor relationships, and working closely with external partners.
• Knowledge of service delivery frameworks like ITIL, with experience implementing service management best practices.
• Demonstrable experience in SaaS and cloud environments.
• Excellent communication skills in English (C1 level is a must); German and Polish are additional assets.

What our client offers:

• Flexible employment options: permanent contract (UoP) or B2B contract.
• Remote work.
• Significant influence and decision-making power to shape and establish service desk processes.
• Opportunity to lead and manage key changes in service delivery across the organization.