Service Delivery Manager – Customer Lead

For our Client we are looking for a Service Delivery Manager – Customer Lead 🔹 ASAP! SMOOTH RECRUITMENT PROCESS!

Location : Łódź/Katowice - hybrid work model

Daily tasks

• 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

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.

Must have: ServiceNow, Stakeholder management, Onboarding, SLA, Customer, Incident Management, English