Service Delivery Manager

HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.

Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.

For our Client - internationally recognized company from airline industry, that establishes a new GBS Operating Centre in Cracow, we are currently looking for experienced candidate on the position of Service Delivery Manager.

Service Delivery Manager will be responsible for managing service delivery, promoting a lean, continuous improvement culture to deliver required levels of productivity, service quality and customer satisfaction. Moreover, on this position you will develop strong, collaborative relationships with stakeholders to expand and drive improvement and change initiatives that support business transformation. Additionally, Service Delivery Manager supports Business Services Managers, the Operating Centre Manager, the BPO and Change and Integration teams by driving and assuring the overall smooth and efficient running of service delivery to meet business requirements and growth. He/or she ensures the quality and efficiency of service delivery through the control and monitoring of performance metrics, including delivery of dashboard reporting and development of SLAs in line with business objectives and best practice. At last but not least scope of responsibilities included champions SLA management and customer satisfaction as well. SD Manager will be requested to ensure the information systems and the review structures for SLAs & OLAs and client satisfaction are in place and effectively used. This includes managing performance against service levels and auditing the delivery of services against agreed metrics for Third Party providers, internal providers and Customer obligations.

Ideal Candidate should demonstrate experience in an environment of continuous improvement in a fast-paced global organization as well as excellent stakeholder management skills. Moreover, we are looking for person with strong communication skills with ability to align diverse views and gain consensus, providing clarity and direction on what is to be achieved and break down barriers that get in way of effective team working. As a sufficient Candidate you should have ability to operate effectively in an ambiguous environment with tight deadlines and finite resource. Exceptional problem solving skills and excellent stakeholder management skills across a diverse geographic region and at multiple levels will be considering a great asset. Moreover, fluency in English is a must. Commitment to service excellence, business and financial acumen and very good analytical skills are essential to be successful on this position.

Our Client offers a full time job within a start-up organization with stable employment conditions, wide development opportunities, attractive benefits package as well as great working atmosphere in a fast-moving and changeable environment.

In order to participate in the recruitment project, please send us your CV.

We reserve the right to contact only selected candidates.


In your application please include the following statement: "I hereby authorize you to process my personal data included in my job application for the needs
of the recruitment process (in accordance with the Personnel Protection Act 29.08.1997 no 133 position 883)".

Prosimy o dopisanie następującej klauzuli „Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w ofercie dla potrzeb procesu rekrutacji zgodnie z Ustawą o ochronie danych osobowych z dnia 29.08.1997r., Dz. U. Nr 101, poz. 926 ze zm.” Numer w rejestrze agencji zatrudnienia: 361 hays.pl