Service Delivery Manager – Customer Lead @ Ework Group

• For our Client we are looking for a Service Delivery Manager – Customer Lead

ASAP!

SMOOTH RECRUITMENT PROCESS!

Location : Łódź/Katowice - hybrid work model

• Proven experience as a Service Delivery Manager / Customer Lead, acting as the main contact person for a client throughout the contract.
• Experience supporting customer onboarding activities in close collaboration with the Team and Team Lead.
• Hands-on experience with ServiceNow for managing tickets, incidents, and overall service delivery workflows.
• Experience co-owning resourcing and staffing decisions together with a Team Lead, including responsibility for the quality of assigned resources, feedback and improvement plans.
• Experience facilitating daily stand-ups as well as other team and improvement meetings.
• Experience with overall day-to-day team management: holiday planning, sick leave and absence backup.

Leadership & Collaboration:

• Ability to chair customer-facing Support & Business Meetings — leading discussions on tickets, risk management, gap analysis, process improvements, team feedback and future outlook.
• Ability to host Dev Meetings and support the CPO in reviewing ongoing and upcoming stories.
• Strong collaboration with the Team Lead and AMS Team Lead, including flagging risks, escalations and potential up-sell opportunities.
• Comfortable directing team members based in other countries during their working hours, when relevant.

Professional Traits:

• Proactive and structured, able to take full ownership of a client relationship from day one.
• Strong incident-management mindset, keeping an overview of all operational activities per client and ensuring contract requirements (incl. SLAs) are followed.

• For our Client we are looking for a Service Delivery Manager – Customer Lead

ASAP!

SMOOTH RECRUITMENT PROCESS!

Location : Łódź/Katowice - hybrid work model

,(An experienced Service Delivery professional who will become the main point of contact for our Client, taking full ownership of the relationship after the initial start-up period of a new contract. , Combines strong team leadership with hands-on ServiceNow expertise, ensuring smooth onboarding, reliable service delivery, and proactive incident management. , A confident communicator who acts as the team's spokesperson in front of the customer, while keeping day-to-day operations structured and under control.) Requirements: ServiceNow, Stakeholder management, Onboarding, SLA, Customer, Incident Management, English