Service Delivery Manager

Information about the offer
  • Offer ID: PL1957
  • Category: Sales
  • Place: Warsaw, Poland
  • Minimal level of education: University Education (Master, Engineer, etc.)
  • Minimal experience: Between 2 and 5 years


A Service Delivery Manager (SDM) has the responsibility to manage service delivered by NATEK to customer/s in a selected territory. SDM has also an active participation to the account/s development.

Committed to the expansion and success of the business, a Service Delivery Manager:
•Prospects customer’s needs in order to increase the revenue, margin, profit and headcount of the company
•Supervises the delivery of services for local customers and coordinates activities
•Manages teams (is responsible for people and attrition management, development and motivation of IT employees and suppliers)

SDM is a bridge between the NATEK teams (Sales, Recruitment, HR, Finance, Office Management, IT employees and external suppliers) and customer. The person monitors trends in technology and services and brings them to the attention of supervisors and function heads, which may result in bringing new services to the portfolio of NATEK.

Objectives: gross profit, revenue, margin, attrition.


Account management

•Acts as a single point of contact for NATEK customers for operation, builds and maintains client relationships both internally and externally
•SDM is responsible for business development under given account/s: deals detection in order to make sure that NATEK selling value is always turned into gross profit.
•S/he proactively undertakes actions to investigate customer needs and is capable to detect, generate and influence on customer needs.
•Builds forecast of current and future results.
•Ensures that operations delivered builds trust and brings valuable business partnership for customer.
•Providing and indicating added value coming from all types of NATEK services (all business lines).
•Ensures customer satisfaction on highest level

Delivery Management:

•Work out strategies to maintain, improve and develop service delivery
•Executes policies, designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes
•Defines and/or executes Service Level Agreements (SLA’s) in relation to contracted services
•Ensures that the service delivery process is effective by minimizing the cost incurred in the processes with the objectives to decrease costs, and increase Gross Margin
•Investigates and shares customer plans and business actions towards sales and other NATEK functions in order to maximize the efficiency of delivery
•Acts as an expert on operations and standard delivery model to clients,
•Ensures that clients’ satisfaction is always guaranteed, monitors and manages all factors impacting customer satisfaction and NATEK delivery, shares and escalates accordingly
•SDM ensures that all contracted services and targeted KPIs and SLAs, provided by NATEK for customers are delivered profitably and met customer expectations
•Regularly reviews SLA’s efficiency and drives the service owners to deliver at the committed quality
•Administration tasks related to delivery

People Management:

•Is in charge of team and people management in given account/s
•Establishes strong and long-lasting relations with team members: IT employees and suppliers
•Responsible for building, shaping, educating, motivating and career development of IT teams
•Leads annual appraisal process with support of HR
•nitiates, implements and monitors the plan/progress of workshops, training courses, certifications, with the reference to service delivery
•Leads the local teams of IT professionals to deliver best-in-class customer experience and achieve operational excellence
•Administration tasks resulting from people management e.g. expenses, TO, attendance, vacation


•Minimum of 4 years of professional experience in similar role: Service Delivery Management, (key) account management, sales – farming, operations management, people management
•Strong interest and understanding of the IT market and its future direction
•Experience in building and sustaining customer relationships on a senior level
•People management experience (within a medium size team)
•Very good negotiation skills, ability to influence others
•Logical and analytical approach
•Business and sales orientation: able to turn customer requirements into workable solutions
•Leadership personality
•Excellent communication skills
•Fluency in English-, other language as French or German is a plus
•Experience in managing outsourced suppliers nice to have


•Flexible working hours
•Home Office up to 2 days weekly (after adaptation period)
•Benefit platform
•Multisport Card
•Private healthcare
•Learning platform UDEMY
•Life insurance
•Early boarding bonus
•Referral bonus
•Relocation bonus
•Possibility to implement your own ideas
•Real contribution to the company’s growth
•Great team and working atmosphere


Negotiable depending on candidate's seniority