Service Delivery Manager

Our client is a technology-focused organisation operating in Warsaw, committed to delivering stable and reliable integration platform services. They maintain high operational standards across their service delivery function, ensuring 24/7 availability for business-critical systems. The company values proactive problem-solving, technical leadership during incidents, and continuous service improvement. With a focus on operational excellence, they provide their teams with the tools and support needed to manage complex integration environments effectively.

• 6-8 years of experience in service delivery management
• Proven expertise in operational service ownership and incident management
• Strong knowledge of ServiceNow, particularly Human Resource Service Delivery
• Experience managing major incidents and leading recovery efforts
• Solid understanding of problem management and root cause analysis
• Background in change and release coordination
• Ability to work on-call rotation, including off-hours and weekends
• Experience with integration platform services and 24/7 operational environments
• Strong leadership skills during high-pressure situations
• Excellent communication and stakeholder management abilities

• Take ownership of 24/7 service delivery for integration and platform services
• Lead critical incident response and act as backup to Head of Global Integration Platform
• Work with ServiceNow and manage end-to-end operational processes
• Manage incident response, including major incident handling and coordination
• Lead problem management activities and conduct root cause analysis
• Coordinate change and release management processes
• Take direct leadership during critical incidents to ensure rapid recovery
• Participate in on-call or escalation rotation, including off-hours and weekend support
• Minimise business disruption through proactive service management
• Oversee ServiceNow Human Resource Service Delivery processes