IT Service Delivery Lead

Our requirements

• Strong experience in service delivery management, operational leadership, or technology operations leadership in enterprise environments.
• Experience managing outsourced service providers and complex vendor relationships.
• Experience with formal people management, including performance leadership and employee development.
• Strong understanding of IT service management principles including incident, request, problem, change, service level management, and operational governance.
• Experience coordinating cross-functional teams in matrix organizations.
• Strong stakeholder management skills across technical and non-technical audiences.
• Strong planning, prioritization, and execution management capabilities.
• Analytical mindset with ability to identify operational trends, risks, and improvement opportunities.
• Excellent communication and leadership skills.
• Customer-focused mindset with dedication to internal service quality and employee experience.
• Certified in IT Service Management (at least ITIL Foundation).
• Strong experience working with outsourcing of IT products/services and technical aspect of running IT operations.
• Experience with IT Vendor Management.
• Working knowledge of/hands on Cloud and On-Premises solutions (hybrid architecture).
• Experience in working with Service Now.

Optional

• Experience working in global or distributed organizations.
• Experience with ITSM platforms such as ServiceNow.
• Experience with SIAM, multi-vendor governance, or outsourced operating models.
• Knowledge of digital workplace, infrastructure services, asset management, or automation domains.
• Experience with agile delivery models and product-oriented organizations.
• Understanding of budgeting, workforce planning, and commercial vendor governance.
• Experience leading organizational change or service transformations.

Your responsibilities

• Lead and develop assigned employees, including people management responsibilities such as coaching, performance management, development planning, engagement, and resource planning.
• Manage the day-to-day relationship with external service providers, including HCLTech and other relevant vendors, ensuring high quality delivery and adherence to contractual obligations.
• Monitor and govern operational performance through KPIs, SLAs, OLAs, service reviews, and continuous improvement plans.
• Coordinate delivery across multiple internal areas including Digital Workplace, ITSM Platform, Process & Automation, and Asset & Lifecycle functions.
• Own service governance forums, vendor review meetings, and internal operational cadences.
• Act as escalation point for service delivery issues, operational risks, major incidents, and cross-functional delivery blockers.
• Ensure prioritization and execution flow across teams, balancing business demand, technical constraints, and available capacity.
• Drive service improvement initiatives focused on user experience, efficiency, automation, and cost optimization.
• Support leadership in planning, budgeting, workforce planning, sourcing decisions, and organizational development.
• Collaborate with architects, product owners, and domain leads to ensure delivery aligns with strategic roadmaps and target architectures.

About the project

This is how we organize our work

Development opportunities we offer

• conferences in Poland
• development budget
• soft skills training
• technical knowledge exchange within the company

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of professional training & courses
• integration events
• corporate sports team
• mobile phone available for private use
• computer available for private use
• no dress code
• coffee / tea
• drinks
• parking space for employees
• leisure zone
• sharing the costs of tourist services

FALCK DIGITAL TECHNOLOGY POLAND SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ