Service Delivery Manager (with German)

Your role

Service Delivery Manager is accountable for delivering stable, high‑quality services within agreed cost, scope, and timeframes, ensuring contractual commitments and service levels are consistently met. Acting as a key interface between operational teams, customers, and governance bodies, the role focuses on managing day‑to‑day service performance, handling escalations, and maintaining transparent communication with stakeholders. In addition, the Service Delivery Manager drives continuous service improvement, identifies risks and optimization opportunities, and ensures that delivery aligns with business objectives, compliance requirements, and customer expectations.

Your project

Application Development & Maintenance (ADM Center) provides comprehensive end-to-end IT services from business specification, through software development, implementation, to application maintenance using leading it technologies and management methods.

We enthusiastically institute solutions in the fields of DevOps, SRE, low-code, broadly understood Automation and AI.

The complexity and diversity of solutions allows to build close relationships with our clients on various levels, while also to give employees the opportunity to develop in a wide range of career paths. Our development teams are highly self-organizing and independent, capable in agile and lean software engineering practices.

We are hiring in Gdańsk, Wrocław and Poznań!

Your tasks

• Demonstrated success in end-to-end service delivery, ensuring alignment with client expectations, contractual obligations, and business outcomes.
• Highly proficient in Incident and Problem Management, ensuring rapid resolution and root cause analysis to minimize business impact.
• Follow appropriate engagement procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
• Influence and realign stakeholders’ expectations where necessary.
• Provide specialist advice to key stakeholders about the best ways to meet business IT requirements regarding application support.
• Manage escalations from the client.
• Drive a focused commercial perspective with awareness of delivery cycle times.

Your profile

• Minimum of 3 years of experience in project management, particularly in areas related to Service Delivery Management.
• Excellent communication and interpersonal skills to manage client relationships and team dynamics.
• Experience in defining ITIL processes, ITSM, Service Management and ITIL certification a plus.
• Proficiency in agile software delivery and experience with agile at scale frameworks (e.g. SAFe).
• Excellent problem-solving skills and the ability to operate in a constantly changing landscape with strict timelines and outcomes.
• Innovation and a continuous improvement mindset to drive project success.
• Fluency in English, spoken and written and a communicative level of German (B1/B2).

What You'll love about working here

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