Senior Service Delivery Manager

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Descrição

Location: Warsaw Working mode: Flexible (remote day to day with office or client-site visits depending in the current project needs) Contract: Contract of Employment (UoP) Salary range: 20,000–25,000 PLN gross/month About the Role We are looking for a Senior Service Delivery Manager with strong experience in Managed Services, IT outsourcing, body leasing or nearshoring . You will be responsible for managing client relationships, service governance, delivery quality, risks and escalations, people, financial performance and account growth across one or more engagements. This is a vendor-side role , requiring experience managing external teams and services for corporate clients, often across multiple accounts simultaneously. Key Responsibilities Own client relationships, governance meetings, SLA/KPI reporting and operational follow-up. Manage delivery quality, risks, issues, escalations and client satisfaction. Manage and coach consultants through 1:1s, feedback, development and performance support. Support recruitment, onboarding, team changes, rotations and scaling. Monitor budgets, forecasts, utilization, margins and delivery KPIs. Identify account-growth opportunities and support pre-sales, proposals and new Managed Services contracts. Work closely with Sales, Recruitment and Delivery teams. Drive continuous improvement, process standardization and knowledge sharing across clients. Support remote/hybrid delivery, including occasional client-site visits. Must-Have 5–7+ years

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