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Service Delivery Manager

  • Seniority:

    Mid, Senior

  • Work model:


  • Language:


  • For our client which is a leading global provider of advanced analytical and technological solutions and clinical research services, we are looking for a Service Delivery Manager.

    The organization operates in over 100 countries and hires over 79k specialists. One of the most admired companies according to FORTUNE magazine. Constantly growing Engineering Team with Tech Hub in Warsaw.

  • What will you be doing?

    The Service Manager is responsible for supporting the whole data production delivery to our business and customers.

    Contribute to Global initiatives and work in close collaboration with SME Head of Production, and other relevant stakeholders supporting the achievement of global deliverables, contributing to state-of-the-art quality deliverables, supporting building metrics, reports, and innovative initiatives to boost production efficiency.

  • What is required to get the job done?

    • Ability to track and monitor project status and delivery to ensure the production delivery quality.
    • Ability to independently engage customers on escalation.
    • Identify and contribute towards process optimization and automation initiatives leading to cost efficiency.
    • Able to identify and cater to continuous Learning and Development needs of the group.
    • Contribute and assist in global initiatives e.g. Change Management.
    • Create and implement plans for measuring and improving employee engagement ensuring global consistency.
    • Maintain open and regular communication with the team to ensure a supportive working environment.
    • Contribute to, implement, and support operational decisions as determined and instructed by senior management.
    • Manage Responsibilities include planning, assigning, and directing work.
    • Monitor and ensure that project processes and department deliverables meet expected quality, financial, and productivity targets.
    • Assist with meeting department utilization and realization targets.
    • Lead and encourage the team in continuous improvement of department work processes, procedures, and infrastructure.
    • Work closely with SME and production analysts.
    • Collaborate with other operations specialists and managers to address problem areas, work scheduling for current and projected projects, staffing needs, and projected peak workloads, ensuring global consistency.
    • Monitor, assess, and report utilization of staff.
    • Identify and implement solutions for poor utilization of staff, ensuring global consistency.
  • How to stand out from the crowd?

    • Demonstrate effective reporting (operational and delivery) Acumen skills.
    • Knowledge of Agile principles and related framework
    • Experience with ticketing tools (e.g Service Now, Jira Service Management)
    • Excellent interpersonal skills, and effective communication.
    • Ability to work on multiple projects and manage competing priorities.
    • Excellent presentation, report writing skills, and customer focus skills.
    • Sound judgment, decision-making, and problem-solving skills.
  • What technology are we using?

    • Data Engineering: Cloudera Data Platform, Databricks, Hadoop, Hive, Kudu, Spark, Kafka, Camunda, Scala, Java,
    • Web application development: Java, C#, Angular, Oracle, Elasticsearch, Kafka
    • Testing: Python, Robot Framework
    • Cloud: Microsoft Azure
    • Containerization: Docker, Kubernetes

If you have any questions,
Katarzyna will help you.

Katarzyna Jezior Recruitment Specialist
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Service Delivery Manager