Service Delivery Manager

We are looking for a Service Delivery Manager to join Sopra Steria Apps Services team on an international Program for a leader in the aerospace sector. The program is run according to SAFe, the Lean-Agile Framework, at Portfolio Management level. You will work in an industrial, stable environment in multinational team (France, Poland, India) for a major aeronautical manufacturer.  The program involves wide portfolio of applications developed by multiple teams.  

Note that we can only offer cooperation to people who are willing to be at least 3 days per week in our office located in Gdańsk, Poland.

Responsibilities:

• Plays a critical role in driving successful project outcomes by managing various aspects of project delivery, fostering collaboration, and ensuring client satisfaction

• Finance Management: Is responsible for performance (lead-times, budget, quality) in their scope. Overseeing the financial aspects of service delivery

• Client Relationship Management – serve as the primary point of contact for clients, fostering strong relationships and addressing client concerns or inquiries related to service delivery.

• Resource Management: oversee the allocation of resources to support service delivery activities.

• Risk Management & Issue Resolution: Identifies risks for their scope, defines related action plans, manages difficult situations. Proactive in problem-solving and ongoing improvement

• Performance Reporting: provide regular reports to clients and internal stakeholders on service performance

• Continuous Improvement: drive continuous improvement initiatives to enhance service delivery processes, tools, and capabilities. Solicit feedback from clients and stakeholders, conduct service reviews, and implement best practices to optimize service quality and efficiency. 

Tech Stack on the project:

• Agile (Scrum and SAFe)

• Agility

• ITIL 

Must have requirements:

• Excellent understanding of areas such as HR / Finances / Delivery

• Skilled in utilizing service management tools and platforms to monitor, report, and manage service performance.

• In-depth knowledge in project management principles and methodologies (SAFE + Agile)

• Knowledgeable of IT service management (ITSM) frameworks, such as ITIL.

• Familiarity with project management tools and techniques for tracking progress and managing deliverables.

• Proficient in the technologies and systems relevant to the IT software development industry.

• Ability to delegate tasks, set priorities, and provide feedback to team members

• Strong verbal and written communication abilities for effective interaction with clients, stakeholders, and team members.

• Expertise in managing client escalations and resolving concerns efficiently.

• Capable of analysing performance data to identify trends and inform decision-making.

• Fluent English: C1/C2

Nice to have requirements:

• Scrum / SAFe or other Project Management Certification 

• Knowledge or interest in aeronautical sector

What we offer:

1. BENEFITS (UoP): Luxmed, Multisport, Worksmile, educational platforms, language courses, referral bonus, copyrights, life insurance

2. DEVELOPMENT OPPORTUNITIES (UoP): certifications (paid by the company) plus bonus for successful passing, conferences, Tech Lunches

The recruitment process in our company consist of three stages:

1. a short phone call with a recruiter (30 min max)

2. one-hour long interview on Teams (with both general and technical questions)

3. one-hour long interview on Teams (with project representatives)

If you find this offer interesting and you would like to learn more about the project, send us your up-dated CV in English containing the clause: „I agree to the processing by Sopra Steria Polska Sp. z o.o. my personal data contained in my CV for the recruitment process and further recruitment processes.”