[MSO] Delivery Manager

Software Mind develops solutions that make an impact for companies around the globe. Tech giants & unicorns, transformative projects, emerging technologies and limitless opportunities - these are a few words that describe an average day for us. Building cross-functional engineering teams that take ownership and crave more means we’re always on the lookout for talented people who bring passion and creativity to every project. Our culture embraces openness, acts with respect, shows grit & guts and combines employment with enjoyment.

Project - the aim you’ll have

As a Delivery Manager, you'll keep managed services running at a high level under strict SLAs for our clients, across cloud, on-prem infrastructure, applications and service desk. Working with teams at every level, you'll be the central escalation point, take part in transitions of new services into operations, and find where an imperfect environment can be optimised. Success is measurable: SLAs held, workload and incident numbers down in KPIs.

Role - how you’ll contribute

• Keeping services within strict SLAs: monitoring adherence, driving incident and problem resolution in line with ITIL practices, and reporting service performance to the client.
• Acting as the central escalation point for your services, for both the client and the delivery teams
• Identifying risks to service delivery early - capacity, dependencies, recurring incidents - and acting on them before they turn into SLA breaches
• Finding areas for optimisation and improvement across cloud and on-prem services, delivering them with the teams, and showing the results in KPIs
• Taking part in service transitions: taking over new services and bringing them into operations
• Managing client stakeholders and building long-term, trust-based relationships with them
• Planning team composition, resource allocation and capacity across the services
• Building a healthy team culture through coaching and mentoring, and managing team objectives, performance and growth, including recruitment, onboarding and offboarding
• Formal handling of contracts, annexes, settlements, customer orders and invoicing related to the services

Expectations - the experience you need

• 5+ years in delivery, service or project management roles, including running managed services under contractual SLAs
• Hands-on experience with SLA monitoring, incident handling and escalation management in live operational services
• Practical knowledge of both cloud and on-prem infrastructure - enough to understand how the services work and where they can be optimised
• A track record of improving operational services, backed by KPIs
• Acting as the main escalation point between a client and delivery teams, including during major incidents
• Taking part in service transitions: taking over services and bringing them into operations
• Leading technical teams with people at different levels of seniority
• Managing client stakeholders, including negotiating priorities and influencing decisions without formal authority
• English at C1 level and fluent Polish, written and spoken

Additional skills - the edge you have

• Practical experience with ITIL processes
• Monitoring margins and service profitability - the role covers contracts, annexes and settlements
• Project and team management certification and training

What we offer:

• Flexible and remote cooperation options
• International projects with leading global clients
• Travels related to international projects
• Non-corporate atmosphere
• Access* to language classes
• Access* to knowledge-sharing initiatives
• Access* to private healthcare and life insurance
• Access* to multisport card

*The availability and terms of individual benefits may vary depending on the chosen form of cooperation.