Service Delivery Manager

Job Description & Summary

The Application Evolution Services team is a part of PwC Poland. Our work requires constant monitoring of the operation of applications and real-time response. We also improve existing products and introduce new functionalities, so that applications can advance in parallel with our clients’ growth. We repair, keep our fingers on the pulse, create CR, document, and sometimes teach our clients’ employees. The better we work, the less you notice us. Plus, we simply love what we do. We deploy the most innovative Customer Experience solutions for our clients.

As a Service Delivery Manager, you will be responsible for managing the end-to-end delivery process in alignment with ITIL best practices. You will oversee the overall IT service delivery, in particular ensuring that all necessary ITSM functions and processes are in place to meet business requirements, client expectations, SLAs and KPIs. 

We are looking for:

Service Delivery Manager

Your future role:

• Supervise and coordinate the IT service management process and the service delivery for a given client(s),

• Supervise all service functions like service desk, technical support or supplier management,

• Identify and implement process improvements to enhance the service quality and efficiency,

• Act as a liaison between customers/business units, IT teams, and suppliers/vendors for effective communication between the parties,

• Actively manage (hands-on engagement) all ITSM processes - e.g. ensure smooth resolution of incidents at all stages by all functions involved, work closely with the engaged team on major incidents, provide effective identification of root causes to prevent recurrence, manage problems etc.​,

• Manage implementation of software changes and supervise configuration as well as release management processes.,

• Participate in/co-lead the transition processes when taking-over or setting up the services for new clients (incl. collaborating with stakeholders, organizing a knowledge transfer, maintaining the documentation and assuring compliance with best practice/commonly used frameworks and standards like ITIL),

• Manage capacity of the service delivery team and assure proper competence level among the team members,

• Manage SLAs / KPIs execution and provide their proper monitoring and reporting,

• Ensure compliance of the supervised services with corporate policies and standards.

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​Apply if you have: 

• Minimum of 5 years of experience in IT service management,

• Strong understanding of ITIL framework and best practices,

• Excellent communication and interpersonal skills, with the ability to interact effectively with diverse teams and stakeholders - product owners, service solution designers, architects, business representatives etc.,

• Leadership and Team Management capabilities - ability to lead and manage service functions engaged in the ITSM process,

• Experience in the transition management role (IT service set-up/take-over) would be highly desirable,

• Excellent knowledge of any ITSM-class tool (advanced user perspective),

• Problem-solving and analytical skills (focus on resolving issues, determining root causes, identifying and implementing process improvements),

• Understanding agile/scrum methodologies and the iterative product development process,

• Understanding of risk management principles, experience in identifying and mitigating operational risks related to the IT maintenance and support process,

• Very good command of English,

• Bachelor’s degree in information technology, Computer Science, or a related field.

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​Nice to have:

• Experience in ServiceNow software,

• ITIL Foundation Certification,

• Knowledge of German,

• The role will not necessarily refer to the SAP technology, however, the knowledge of SAP, including SAP Public Cloud, Finance and Controlling, and SAP Base and SAP Business Technology Platform (BTP) might be beneficial in some engagements.

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By joining us you gain:

• Work flexibility - hybrid working model, flexible start of the day, workation, sabbatical leave,

• Development and upskilling - our full support during onboarding process, mentoring from experienced colleagues, training sessions, workshop and conversations with native speaker,

• Wide medical and wellbeing program - medical care package (incl. dental care, freedom of treatment, physiotherapy), coaching, mindfulness, psychological support, education through dedicated webinars and workshops, financial and legal counseling, 

• Possibility to create your individual benefits package (a.o. lunch pass, insurance packages, concierge, veterinary package for a pet, massages) and access to a cafeteria - vouchers, discounts on IT equipment and car purchase,

• 3 paid hours for volunteering per month,  

• Additional paid Birthday Day off,

• And when you start enjoying PwC as much as we do, you may recommend your friend to work with us.​

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Recruitment process:

• Apply,

• Have a short phone conversation with our Recruiter​,

• Let's get to know each other better during the interview.

Should you have any questions, please do not hesitate to reach out to us: pl_ITrecruitment@pwc.com.

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