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  • Service Delivery Manager
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    Service Delivery Manager

    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.

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