Senior Service Delivery Manager

Location: Warsaw

Working mode: Flexible (remote day to day with office or client-site visits depending in the current project needs)

Contract: Contract of Employment (UoP)

Salary range: 20,000-25,000 PLN gross/month

About the Role

We are looking for a Senior Service Delivery Manager with strong experience in Managed Services, IT outsourcing, body leasing or nearshoring.

You will be responsible for managing client relationships, service governance, delivery quality, risks and escalations, people, financial performance and account growth across one or more engagements.

This is a vendor-side role, requiring experience managing external teams and services for corporate clients, often across multiple accounts simultaneously.

Key Responsibilities

• Own client relationships, governance meetings, SLA/KPI reporting and operational follow-up.
• Manage delivery quality, risks, issues, escalations and client satisfaction.
• Manage and coach consultants through 1:1s, feedback, development and performance support.
• Support recruitment, onboarding, team changes, rotations and scaling.
• Monitor budgets, forecasts, utilization, margins and delivery KPIs.
• Identify account-growth opportunities and support pre-sales, proposals and new Managed Services contracts.
• Work closely with Sales, Recruitment and Delivery teams.
• Drive continuous improvement, process standardization and knowledge sharing across clients.
• Support remote/hybrid delivery, including occasional client-site visits.

Must-Have

• 5-7+ years as a Delivery Manager, Service Delivery Manager, Engagement Manager or similar.
• Strong vendor-side experience in Managed Services, outsourcing, body leasing or nearshoring.
• Experience managing multiple teams and/or client accounts simultaneously.
• Hands-on experience with client governance, risks, escalations and delivery KPIs.
• Experience managing budgets, forecasts, utilization and margins.
• Proven people-management and coaching experience.
• Banking/financial services or another highly regulated environment strongly preferred.
• Good conceptual understanding of software development and technologies such as microservices, Java/Spring, Angular and mobile development - no programming required.
• Fluent Polish and English.