Service Delivery Manager – End User Services

Circle K Business Centre Poland sp. z o.o., located in Warsaw, operates in the support office sector.

• 8+ years of professional IT experience.
• Experience in End User Computing, Digital Workplace, Microsoft 365, endpoint management, infrastructure services, or a related area.
• At least 2–3 years of experience in service delivery, service ownership, technology management, or a similar leadership role.
• Strong experience managing outsourced IT services and third-party providers.
• Good understanding of Microsoft 365, Teams, Exchange Online, OneDrive, and SharePoint.
• Good understanding of endpoint management, particularly Windows and Apple/iPadOS environments.
• Experience with SLAs, KPIs, operational escalations, service reviews, and continuous improvement.
• Familiarity with ITIL processes, especially 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 through 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 and ensure agreed 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, working closely with 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.
• Help ensure clear service ownership and responsibility boundaries across internal teams and suppliers.
• Software and license evidence validation.

The company Circle K Business Centre Poland sp. z o.o. applies an Internal Notification and Follow-up Actions Procedures for reporting violations of law by whistleblowers.