Service Delivery Manager (with German)

Our requirements

• 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)

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

About the project

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

• 1.
  Interview with the recruiter
• 2.
  Competency Tests/Language Verification
• 3.
  Video call with a manager
• 4.
  Final Decision

Capgemini Polska