Service Delivery Manager – Customer Lead
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- For our Client we are looking for a Service Delivery Manager – Customer Lead 🔹
ASAP!
SMOOTH RECRUITMENT PROCESS!
Location : Łódź/Katowice - hybrid work model
- Proven experience as a Service Delivery Manager / Customer Lead, acting as the main contact person for a client throughout the contract.
- Experience supporting customer onboarding activities in close collaboration with the Team and Team Lead.
- Hands-on experience with ServiceNow for managing tickets, incidents, and overall service delivery workflows.
- Experience co-owning resourcing and staffing decisions together with a Team Lead, including responsibility for the quality of assigned resources, feedback and improvement plans.
- Experience facilitating daily stand-ups as well as other team and improvement meetings.
- Experience with overall day-to-day team management: holiday planning, sick leave and absence backup.
Leadership & Collaboration:
- Ability to chair customer-facing Support & Business Meetings — leading discussions on tickets, risk management, gap analysis, process improvements, team feedback and future outlook.
- Ability to host Dev Meetings and support the CPO in reviewing ongoing and upcoming stories.
- Strong collaboration with the Team Lead and AMS Team Lead, including flagging risks, escalations and potential up-sell opportunities.
- Comfortable directing team members based in other countries during their working hours, when relevant.
Professional Traits:
- Proactive and structured, able to take full ownership of a client relationship from day one.
- Strong incident-management mindset, keeping an overview of all operational activities per client and ensuring contract requirements (incl. SLAs) are followed.