IT Delivery Manager (with German)

As an IT Delivery Manager, you will be responsible for ensuring high-quality IT service

management and business stakeholder coordination within the German sites of a global

organization. You will act as a bridge between business stakeholders, IT service providers,

and an operational app support team located in Poland. This role requires strong technical

expertise in IT Service Management, excellent communication skills, and the ability to

translate business demands into operational tasks.

Your responsibilities:

IT Service Management (ITSM) & Operations (Primary Focus)

• Own IT Service Management (ITSM) processes based on ServiceNow (SNOW)
• Ensure stability and continuity of IT services (KTLO – Keep The Lights On)
• Drive and execute incident, problem, and change management processes and  enable IT AppSupport teams in Poland to contribute
• Maintain and improve operational procedures, documentation, and OSPs

Stakeholder Management & Business Partnering (Primary Focus)

• Act as a key liaison between internal business services, IT teams, and vendors
• Understand business requirements and translate them into IT services
• Conduct regular service reviews and align IT solutions with business needs
• Provide support and expertise on IT service strategy and operations

Demand Management & Backlog Coordination

• Manage IT demand lifecycle based on a structured backlog process
• Collaborate with German stakeholders to define and prioritize IT demands
• Ensure clear communication and alignment between business and IT teams

Budget Planning, PO Creation & Invoice Approvals

• Assist in annual IT budget planning and forecasting
• Manage purchase orders (POs) and approval workflows
• Oversee invoice processing and cost allocations

Contract Management & Vendor Coordination

• Maintain and oversee vendor contracts
• Ensure compliance with SLAs and contractual obligations
• Act as a primary contact for managed service providers (MSPs)

Vendor Management (Managed Service Providers - Outcome-Based)

• Monitor and track vendor performance against agreed KPIs
• Enable vendors to deliver services efficiently
• Provide governance and oversight of outsourced IT services

We are looking for you, if you have:

Technical Skills

• Strong experience in IT Service Management (ITSM), preferably with ServiceNow (SNOW)
• Knowledge of ITIL frameworks
• Understanding of IT infrastructure, software lifecycle, and application management
• Experience with Trello, Lucidchart, Confluence, JIRA
• Familiarity with IT access management (e.g. LAAM) and service desk operations

Soft Skills & Coordination Abilities

• Strong stakeholder management and ability to work cross-functionally
• Excellent communication and negotiation skills
• Problem-solving mindset with a proactive approach
• High organizational and coordination skills
• Ability to manage multiple priorities and demands simultaneously

Training & Certifications (Preferred but not Mandatory)

• ITIL Certification (Foundation or higher)
• ServiceNow (SNOW) ITSM Training
• Project Management Certifications (PMP, PRINCE2, Agile, etc.)
• Familiarity with SNow, Phoenix Portal, RADA, Veeva Quality Docs, CIDM, LAAM, iCare

Language Skills

• German (C2)
• English (C1)
• Polish (B2) 

We offer:

• Participation in interesting and demanding projects
• Flexible working hours
• A great, non-corporate atmosphere
• Stable employment conditions (contract of employment or B2B contract)
• Opportunities for development and promotion
• Attractive package of benefits
• Remote work