IT Service Delivery Manager

Recruitment for

Your responsibilities

• Service Management Framework:
• Establish and implement comprehensive IT service management processes and procedures globally.
• Lead the definition, negotiation, and implementation of Service Level Agreements (SLAs) in collaboration with internal stakeholders and external service providers.
• Continuously refine the framework to support business requirements and scalability across international operations.
• Service Delivery Management:
• Oversee global IT service delivery ensuring compliance with newly established standards.
• Monitor and report on global service performance against agreed SLAs.
• Drive continuous improvement initiatives based on solid performance analytics.
• Incident and Problem Management:
• Manage the relationship and performance of the outsourced helpdesk, ensuring effective resolution of the majority of incidents and service requests.
• Oversee the internal team's handling of escalated incidents and service requests requiring specialized attention.
• Conduct root-cause analyses and proactively implement solutions to prevent future occurrences.
• Change Management:
• Create and manage structured processes for evaluating and executing IT changes globally.
• Ensure transparent and proactive communication regarding IT changes and their global impacts.
• Stakeholder Collaboration:
• Act as a key liaison with firm stakeholders worldwide to understand service requirements.
• Build consensus across global teams regarding the establishment of SLAs and service expectations.
• Compliance and Security:
• Ensure adherence to compliance standards, organizational policies, and regulatory requirements across all regions.
• Implement robust security practices to safeguard IT assets and data globally.
• Team Development:
• Develop and mentor the internal IT service management team as it grows.
• Identify skills gaps and create training opportunities to support global team advancement

Employer requirements

• Deep knowledge of IT service management frameworks (e.g., ITIL).
• Proven experience in SLA negotiation, implementation, and global coordination.
• Excellent leadership, communication, and stakeholder engagement skills, particularly in international environments.
• Relevant certifications (ITIL, PMP, etc.) preferred.
• Educational Level/professional qualifications (ideal requirement)
• Bachelor's degree in Information Technology, Computer Science, or related discipline.
• 5+ years of experience in IT service management, including experience in establishing processes from scratch and managing outsourced services.

What employer offers

• Private medical care
• Hybrid work
• Employee referral program
• Multisport card
• Company events and local team building activities
• Modern office in Warsaw city centre
• Permanent contract after a trial period