Service Delivery Manager (with German)

Expected, Microsoft Copilot, Claude, Service Management AI tools

Optional, GitHub Copilot

Operating system, Linux

About the project, Your role, Service Delivery Manager is accountable for delivering stable, high-quality services within agreed cost, scope, and timeframes, ensuring contractual commitments and service levels are consistently met. Acting as a key interface between operational teams, customers, and governance bodies, the role focuses on managing day-to-day service performance, handling escalations, and maintaining transparent communication with stakeholders. In addition, the Service Delivery Manager drives continuous service improvement, identifies risks and optimization opportunities, and ensures that delivery aligns with business objectives, compliance requirements, and customer expectations., , Your project, Application Development & Maintenance (ADM Center) provides comprehensive end-to-end IT services from business specification, through software development, implementation, to application maintenance using leading it technologies and management methods., , We enthusiastically institute solutions in the fields of DevOps, SRE, low-code, broadly understood Automation and AI., , The complexity and diversity of solutions allows to build close relationships with our clients on various levels, while also to give employees the opportunity to develop in a wide range of career paths. Our development teams are highly self-organizing and independent, capable in agile and lean software engineering practices., , We are hiring in Gdańsk, Wrocław and Poznań!

Your responsibilities, Demonstrated success in end-to-end service delivery, ensuring alignment with client expectations, contractual obligations, and business outcomes, Highly proficient in Incident and Problem Management, ensuring rapid resolution and root cause analysis to minimize business impact, Follow appropriate engagement procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management), Influence and realign stakeholders’ expectations where necessary, Provide specialist advice to key stakeholders about the best ways to meet business IT requirements regarding application support, Manage escalations from the client, Drive a focused commercial perspective with awareness of delivery cycle times, Support AI, GenAI, and Agentic AI initiatives

Minimum of 3 years of experience in service delivery management and/or project management (L2/L3 support), Experience in defining ITIL processes, ITSM, service management, continual improvement, certification: ITIL v4/v5 Foundation (required), PM/MP/SL (nice to have), Excellent communication and interpersonal skills to manage client relationships and team dynamics, Proficiency in agile software delivery and experience with agile at scale frameworks (e.g. SAFe), Excellent problem-solving skills and the ability to operate in a constantly changing landscape with strict timelines and outcomes, Hands-on experience using AI technologies (e.g., Microsoft Copilot, Claude, Service Management AI tools), Fluency in English, spoken and written and a communicative level of German (min B2)

What we offer, Practical benefits: private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and 40+ options on our NAIS benefit platform, including Netflix, Spotify or Sports card., Access to over 70 training tracks with certification opportunities (e.g., GenAI, Architects, Google) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings., Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details., Community Hub that will allow you to choose from over 20 professional communities that gather people interested in, among others: Salesforce, Java, Could, IoT, Agile, AI.

Benefits, private medical care, sharing the costs of foreign language classes, sharing the costs of professional training & courses, life insurance, flexible working time, integration events, corporate sports team, no dress code, parking space for employees, extra social benefits, sharing the costs of tickets to the movies, theater, redeployment package, christmas gifts, employee referral program, charity initiatives, free chat/call with a therapist

Recruitment stages, Interview with the recruiter, Competency Tests/Language Verification, Video call with a manager, Final Decision

Capgemini Polska, Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members globally in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.

This is how we work,