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Service Delivery Manager

ISSWarszawa, PL

19 days ago

Job description

As a global leader in facilities services we connect people and places to make the world work better. Whether directly or indirectly, you’ll play a vital role in supporting our placemakers in delivering exceptional workplace experiences for our customers. Together, we make space for people and businesses to thrive.

Location : Warsaw / Mazowieckie voivodeship

Language : English

Main purpose of the position

As a Service Delivery Manager, you will be responsible for managing the end-to-end delivery process in alignment with ITIL best practices, security and compliance standards .

Your goal will be to deliver services that meet business needs, accelerate digital transformation and create / maintain a competitive advantage within ISS A / S market segments.

You will be the key point of contact for the business stakeholders and be the liaison between IT, vendors and the business.

You have a high attention to detail, strong communication skills and is able to take responsibility.

Key expectations :

You have a proper working experience, high attention to detail, strong communication skills and are able to take responsibility.

What you’ll do :

Build and maintain long-term relationships with internal / external stakeholders at all levels;
Serve as the key interface between the business and internal / vendor service units;
Document and describe services, conduct reviews, and provide detailed reporting;
Oversee and shape complaint handling and management processes to ensure high customer satisfaction;
Drive Continuous Service Improvement and service lifecycle strategy;
Manage service metrics, quality, and continuity plans;
Lead vendor relationships, service transitions, and sourcing models;
Take responsibility for service transition, cooperation with security, risk / compliance, technical and application teams – all in compliance with with corporate policies and standards.

Who you’ll work with :

Service / Product Owners;

Internal and external IT and business application teams;

ITSM process owners, Service Desk and Operation teams;

Information Security and Compliance teams;

External vendors – IT (on-prem and Cloud) and AMS.

Key qualifications :

Over 10 years of experience in a senior service delivery management role or equivalent position in a complex multi-Client international environment;

Advanced, practical knowledge of ITIL, preferably supported by relevant certifications;

High level understanding of large-scale IT environments - technical background preferred;

Experience with ITSM tools for service management, performance monitoring, and reporting;

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

Understanding agile / scrum methodologies is nice to have;

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;

Master’s (or Bachelor’s) degree in Computer Science or a related field.

Personal skills you excel :

Highly organized and able to work independently;

Leadership qualities to foster proactive and open-minded teamwork;

Ability to learn quickly and to achieve an understanding of the underlying technologies of the relevant services;

Good stakeholder management, including senior management, cross-functional / virtual teams and vendors;

Analytical and problem-solving skills, innovative thinking, and a growth mindset;

Strong customer focus and solution-oriented mindset.

Why ISS

At ISS, we are more than just a service provider of cleaning, food, workplace and technical services, we are a partner in our customers’ success. By creating exceptional service moments and transforming workplaces into spaces where employees feel valued, engaged and productive, we enhance productivity and help our customers to attract talent and grow their businesses. This begins with our own people through training, career development, and a supportive culture – empowering them to deliver outstanding service. We know that when our people thrive, they create spaces where our customers’ employees and businesses thrive too.

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Delivery Manager • Warszawa, PL