Service Delivery Manager

Job DescriptionYour responsibilities: Lead overall delivery performance of SaaS applications across BMG Lead the end-to-end implementation of SAP Concur with the implementation partner Follow ongoing projects related to your service and ensure operational readiness Collaborate with key stakeholders to gather business requirements, identify pain points, and define project objectives for service rollout Oversee the configuration and customization of SaaS solutions to align with business needs and ensure optimal functionality Manage vendor support services, ensuring compliance with SLA and KPI Manage the lifecycle of the service Lead and execute incident, change, and problem management process Act as an escalation point for Major Incidents and Issues that have breached SLAs. Define and implement measures to oversee service quality, capacity, and availability, including monitoring and delivery reports Assure effective communication and coordinate resolution of issues escalated from users, partners, and vendors Ensure successful development and delivery of enhancements, improvements, changes, and projects Proactively communicate and cooperate with stakeholders on incidents and service requests statuses, progress, and trends Your profile: Proven experience in service delivery management or a similar role, preferably in the IT or technology sector Proven capability and experience in application support management preferably at an enterprise level Strong project management skills with the ability to manage multiple projects simultaneously Experience in managing technical teams, vendors, and partners Knowledge of service delivery frameworks, such as ITIL, and experience implementing service management best practices Demonstrable experience in SaaS and Cloud-related environments and technologies such as SaaS vendors, AWS, etc. Excellent communication skills in English, Polish (desirable), and German (desirable) Our offer: Hybrid - Warsaw Contract of Employment Sport Card Life insurance Private Health insuranceCompany DescriptionExperis to światowy lider rekrutacji specjalistów i kadry zarządzającej w kluczowych obszarach IT. Z nami znajdziesz konkurencyjne oferty zatrudnienia oraz ciekawe projekty IT skierowane zarówno do ekspertów z wieloletnim doświadczeniem, jak i osób, które dopiero zaczynają swoją przygodę w branży IT.We offer recruitment of managers and highly qualified consultants with expertise in IT.Experis is part of ManpowerGroup and has been named one of the world's most ethical companies.