Service Delivery Lead

Job Description & Summary

The Application Managed Services team is a part of PwC Poland involving 80 superheroes who react before anyone even notices a problem! Our work requires constant monitoring of the operation of applications and real-time response. We also improve existing products and introduce new functionalities so that applications can advance in parallel with our clients growth. Our work is recognized worldwide from Newfoundland to Singapore; we work in several languages. We repair keep our fingers on the pulse create CR document and sometimes teach our clients employees. That is why planes fly satellites transmit a signal publishing houses print books and cars are delivered ahead of schedule. The better we work the less you notice us. Plus we simply love what we do. We deploy the most innovative Customer Experience solutions for our clients.

We are looking for:
Service Delivery Lead

Your future role:

• Manage customer relationships and right communication channels
• Oversee and lead Governance team to ensure the right bridge between business and technology organizations
• Manage support services and daily engagements including utilization SLAs demand forecasting and other business metrics
• Coordinate SLA creations (through interaction with the Client team)
• Ensure team follows best practices and maintain service level agreements
• Ensure continual improvement of service management processes on the project
• Monitor and manage Client complaints till resolution
• Support of the sales and change management process.

Apply if you have:

• Minimum 15 years of experience as a Delivery Manager or Service Manager
• Proven track record in IT Support projects in an international environment
• Ability to see tasks through to the end and meet tight deadlines taking responsibility for their completion and maintaining quality throughout
• Good grasp of both the development (e.g. requirements definition testing) and IT support (e.g. monitoring continuous delivery) processes
• Confident with working in a fast-paced environment
• Knowledge of ITIL framework
• Strong interpersonal skills and communication skills verbal and written to both technical and non-technical audiences that are in geographically dispersed environments
• Ability to speak and write English fluently (minimum C1)
• Ability to develop and nurture strong relationships at all levels
• Excellent time management and personal organizational skills

By joining us you gain:

• Work flexibility - hybrid working model flexible start of the day workation sabbatical leave

• Development and upskilling - our full support during onboarding process mentoring from experienced colleagues training sessions workshops certification co/financed by PwC and conversations with native speaker

• Medical and wellbeing program - medical care package mindfulness psychological support education through dedicated webinars and workshops financial and legal counseling

• Possibility to create your individual benefits package (a.o. lunch pass concierge veterinary package for a pet massages) and access to a cafeteria - vouchers discounts on IT equipment and car purchase

• 3 paid hours for volunteering per month

• Additional paid Birthday Day off

• And when you start enjoying PwC as much as we do you may recommend your friend to work with us.

Recruitment process:

• Complete the form and send your resume

• Talk to our Recruiter on a short HR screening call

• Meet us for a technical interview!

Send your application today! In case you have any additional questions contact us:

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