Service Delivery Manager

Envelo, part of Poczta Polska Usługi Cyfrowe, specializes in implementing and developing postal digital services used by millions of users across Poland. The company focuses on innovation, technology, and security, creating unique systems, products, and mobile applications. They seek an experienced Service Delivery Manager (SDM) responsible for ensuring high-quality IT services, building relationships with clients and suppliers, and coordinating activities to ensure stable and efficient operation of key digital systems and services.

• Minimum 5 years of experience in IT service management, system maintenance, Service Delivery, or Vendor Management.
• Practical knowledge of SLA, KPI, ITSM processes, and managing relationships with clients and suppliers.
• Experience coordinating activities across multiple teams and stakeholders.
• Ability to analyze operational and financial data and prepare management reports.
• Experience handling escalations and crisis management.
• Knowledge of implementation processes and cooperation with development and maintenance teams.
• Negotiation skills and ability to build long-term business relationships.
• Very good communication, organizational, and presentation skills.
• English language proficiency sufficient to work with documentation and suppliers.

Nice to have:

• ITIL Foundation or higher certification.
• Project management certifications (PRINCE2, PMP, AgilePM).
• Experience in regulated environments or with high security requirements.
• Knowledge of ISO 27001, NIS2, and business continuity management.
• Experience managing services provided by external suppliers.

• Manage relationships with internal clients and act as the single point of contact (SPOC) for business.
• Manage relationships with IT service providers and monitor contract and SLA fulfillment.
• Conduct regular service reviews, analyze reports, and initiate Service Improvement Plans.
• Manage operational escalations and coordinate activities related to major incidents and Root Cause Analysis (RCA).
• Report on service quality, SLA fulfillment, and operational KPIs to clients and stakeholders.
• Coordinate the transition of projects and changes from development to maintenance and oversee production deployments.
• Manage the roadmap for service and system development in cooperation with business owners and project managers.
• Participate in presales activities including requirements gathering, pricing, offering, and contracting.
• Supervise service compliance with security and regulatory requirements including GDPR, ISO 27001, and NIS2.
• Monitor IT service costs, prepare financial forecasts, and initiate optimization initiatives.