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Gdańsk
Support
Service Delivery Manager
Service Delivery Manager
Support
Service Delivery Manager
Simplicity Recruitment
Gdańsk
, +2
Locations
Type of work
Full-time
Experience
Senior
Employment Type
B2B, Permanent
Operating mode
Remote
Tech stack
Team Management
advanced
ITIL
advanced
Management
advanced
Project Management
advanced
English
advanced
Cloud
regular
SaaS
regular
German
nice to have
Job description
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.
All offers
Gdańsk
Support
Service Delivery Manager
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