małopolskie / Kraków
Service Delivery Manager
wczoraj
Kraków
Work Model- 100% from the Office
Role OverviewIn this high-impact leadership role, you will drive the success of service delivery operations by ensuring strong client relationships, operational excellence, and continuous improvement. You will lead service delivery in a dynamic environment, enabling effective coordination across teams, stakeholders, and business objectives. You will oversee project performance, guide managerial teams, and uphold high service standards through effective governance, data-driven insights, and proactive risk management. Additionally, you will support decision-making, foster a high-performance culture, and enable teams to consistently achieve organizational goals. You will play a pivotal role in integrating AI-driven efficiencies into our delivery workflows, leveraging cutting-edge tools to optimize operational output.
Key Responsibilities
- Ensure successful service delivery by establishing robust process controls to consistently meet and exceed all SLAs and KPIs.
- Monitor the overall functioning of processes and performance of services. Conduct deep dives and Root Cause Analysis to provide detailed explanations and action plans for any out-of-target KPIs.
- Identify operational bottlenecks and improvement areas, implementing adequate measures to maximize customer satisfaction, quality, and efficiency.
- Administer scheduling systems, manage staffing, coverage, and optimize overall utilization percentages across the project.
- Act as the primary point of contact to build an excellent rapport with key client staff and collaborate with senior management on client account management and growth.
- Generate comprehensive reports and dashboards to appraise management of process operations. Sponsor and conduct regular governance checkpoints, status meetings, and service delivery reviews.
- Build and maintain strong relationships with peers at middle/senior management levels across multiple units within the organization to facilitate seamless team workflow.
- Provide strategic direction for Team Managers and project teams across all project phases, ensuring project profitability and effective Change Management.
- Manage the seamless transition of new services or processes by mapping client requirements and developing/implementing workflows in line with pre-set guidelines.
- Coordinate projects, process improvement strategies, and methodologies to ensure maximum operational efficiency.
- Drive AI adoption within the team by identifying opportunities to embed AI tools into daily operations to enhance productivity and service quality.
- Actively participate in the development, testing, and refinement of AI agents, providing feedback to technical teams to improve agent performance and alignment with business goals.
- Collaborate with cross-functional teams to translate complex business needs into AI-driven solutions, utilizing industry-standard development environments to iterate on prompt engineering and model behavior.
- Lead the hiring and onboarding strategies to attract, select, and integrate top talent into the operational ecosystem seamlessly.
- Communicate job expectations, plan, monitor, appraise, and review job contributions while strictly enforcing company policies and procedures.
Job Requirements & Qualifications
- Bachelor’s or Master’s degree, preferably in GIS or a related managerial field.
- Minimum 10 years of professional experience, with at least 5 years dedicated to managing successful teams and complex projects.
- Experience in Operations Delivery, Team Management, and Client Relationship Management.
- Advanced proficiency in Google Workspace products (Gmail, Calendar, Drive, Docs, Spreadsheets) and standard MS Office tools (Excel macros, VLOOKUPs, Pivot Tables, and charts) is a plus.
- Demonstrated experience in working with generative AI tools to drive operational efficiency.
- Hands-on experience with generative AI development platforms, including the ability to experiment with, evaluate, and refine AI models.
- Proven capability to understand, oversee, and optimize the lifecycle of AI agents, from initial deployment to iterative improvement and maintenance.
- Proven experience in managing project lifecycles, change management, and operational transitions.
- Proven experience in managing large teams (over 50).
- Experience in team performance management.
- Ability to maintain and analyze large data sets efficiently to undertake program-level action plans toward quality and efficiency improvements.
- Comfortable dealing with a rapidly evolving, fast-paced, and deadline-driven environment; possesses a strong work ethic to "get things done and make things happen."
- Strong analytical and logical reasoning, excellent presentation and mass communication skills, risk analysis/mitigation capabilities, and a sharp attention to detail.
- Fluency in English with excellent written, verbal, and reading comprehension skills
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