Service Delivery Manager – End User Services

Circle K Business Centre is seeking a seasoned Service Delivery Manager to oversee and enhance End User Services within the organization, focusing on workplace technology reliability, security, and user experience. The role involves managing external service providers and coordinating multi-team efforts in a dynamic environment.

• 8+ years of professional IT experience.
• Experience in End User Computing, Digital Workplace, Microsoft 365, endpoint management, infrastructure services, or related areas.
• At least 2–3 years in service delivery, service ownership, technology management, or leadership roles.
• Strong experience managing outsourced IT services and third-party providers.
• Good understanding of Microsoft 365, Teams, Exchange Online, OneDrive, and SharePoint.
• Knowledge of endpoint management, particularly Windows and Apple/iPadOS environments.
• Experience with SLAs, KPIs, operational escalations, service reviews, and continuous improvement.
• Familiarity with ITIL processes, including Incident, Problem, Change, and Service Level Management.
• Experience coordinating projects, service transitions, and technology lifecycle activities.
• Experience with budgeting, vendor management, licensing, and operational cost control.
• Strong communication, stakeholder management, and influencing skills.
• Ability to work effectively across multiple teams and suppliers without direct authority.
• Ability to bring structure to ambiguity and drive topics to resolution.

Nice to have:

• Experience with Digital Employee Experience or endpoint analytics.
• Experience with automation and self-service solutions.
• Experience with AI productivity services.
• Familiarity with SAFe, Agile, or similar delivery frameworks.
• Experience with SaaS cost optimization or FinOps.
• Experience with ServiceNow Platform.

• Oversee the delivery of End User Services across the organization.
• Manage outsourced service providers ensuring SLAs, KPIs, service quality, and contractual commitments are met.
• Act as the main escalation and coordination point for End User Services.
• Drive continuous improvement, standardization, automation, and service quality.
• Coordinate operational processes including incidents, problems, changes, releases, and service lifecycle activities.
• Oversee End User Services projects and smaller initiatives alongside Project Managers, Architects, Security, Infrastructure, Network, and business stakeholders.
• Coordinate the End User Services roadmap and lifecycle planning.
• Monitor service performance, risks, user experience, licensing, operational costs, and provider performance.
• Provide input to annual budgeting, forecasting, vendor reviews, and technology investments.
• Support RFIs, RFPs, RFQs, procurement activities, and service transition into operations.
• Ensure clear service ownership and responsibility boundaries across internal teams and suppliers.
• Perform software and license evidence validation.

In the company Circle K Business Centre Poland sp. z o.o. with registered office in Warsaw, an Internal Notification and Follow-up Actions Procedure applies describing rules for reporting violations of law by whistleblowers. Full content is available online. Equal opportunity employer statement is included regarding non-discrimination on legally protected grounds.