Senior Service Delivery Manager

Service Delivery Manager – AMS Project

Location: Poland

Working Model: Remote

Language: English

Project Type: Application Management Services (AMS)

Contract Type: Contract / Freelance

Start Date: 1st September - Can be earlier

Role Overview

We are looking for an experienced Service Delivery Manager to support a long-term Application Management Services project.

The Service Delivery Manager will take ownership of service governance, ensuring that operational services are delivered in line with agreed SLAs, KPIs and business expectations. The role will act as the main point of contact between the customer, delivery teams and third-party service providers.

This is a remote position based in Poland and requires strong English communication skills.

Key Responsibilities

• Manage the overall delivery of Application Management Services across multiple applications and support teams.
• Ensure compliance with agreed SLAs, KPIs and contractual service commitments.
• Lead regular service review meetings with customer stakeholders and delivery teams.
• Monitor service performance, incidents, problems, changes and operational risks.
• Coordinate ITSM processes, including incident management, problem management, change management and service request management.
• Produce and present service performance reports, dashboards and improvement plans.
• Act as the main escalation point for critical incidents and service delivery issues.
• Coordinate internal teams, external vendors and third-party service providers.
• Identify opportunities to improve service quality, operational efficiency and customer satisfaction.
• Maintain service governance documentation, processes and reporting standards.
• Support continuous service improvement initiatives.
• Ensure clear stakeholder communication regarding service performance, risks and planned activities.

Required Experience

• Strong experience working as a Service Delivery Manager within an AMS, application support or managed services environment.
• Good understanding of ITIL and IT Service Management processes.
• Experience managing SLAs, KPIs, service reporting and operational governance.
• Strong stakeholder management and customer-facing communication skills.
• Experience coordinating multiple technical teams, suppliers and service providers.
• Ability to manage escalations, critical incidents and service improvement plans.
• Strong organisational, analytical and problem-solving skills.
• Fluent English communication skills.
• Based in Poland and able to work remotely.

Desirable Experience

• ITIL certification.
• Experience working within an SAP AMS environment.
• Experience supporting international or global customers.
• Previous experience working with ServiceNow or similar ITSM platforms.
• Experience managing offshore and nearshore delivery teams.