Service Delivery Manager

We are VML Enterprise Solutions - a group of talented engineers, tech experts, and creators who combine our passions and contribute to the IT world. You may know us better as Wunderman Thompson Technology – in 2024 we changed our name, but at the same time, we remained a great team of people who deliver our best. We design, build, manage and run complex technology platforms and help our clients to benefit from our work and creativity.   

Service Delivery Manager needed for a high-profile customer’s web site.

The opportunity

This position combines support management with team leadership, requiring close liaison with both internal technical teams and external partners. Candidates should possess a strong technical understanding of web platforms and solid grounding in how clients leverage our solutions to drive revenue and profit.

Key responsibilities include confidently engaging with customers, leading and motivating a team of web engineers, and strategically planning workloads and priorities. You will also interact with third-party vendors, analyze task distribution, manage relationships with hosting providers, and facilitate software releases and deployments. Additionally, adherence to established support processes (reporting, SLAs, incident & problem management, etc.) is crucial.

A flexible approach to working hours and a willingness to provide on-call coverage are essential.

What you’ll get to do

• Co-ordinate & facilitate the contracted eCommerce service to one or more customers
• Ensure that escalations and communications are managed in line with documented contract standards
• Develop and maintain good customer relationships with the support of the Account Manager.
• To be primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA’s and that levels of customers satisfaction remain high
• Ensure all agreed SLAs are met for incidents & service requests
• Develop and maintain a productive and close working relationship with relevant Account Executives
• Build appropriate working relationships with any third party’s involved in the delivery of in scope production services to the customer
• Produce weekly and monthly service reports for customers against the agreed targets, SLA's, KPI's, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost saving opportunities
• Undertake analysis and interpretation of service trends to identify recommendations for service improvements and cost saving opportunities
• Conduct regular service reviews on a monthly/quarterly basis
• Liaise with customers to agree problem priorities and delivery
• Ensure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process
• Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using Problem and Change Management processes
• Conduct Root Cause Analysis for all Severity 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP)
• Ensure Support Activities managed within contracted Support Budget
• Work with support and development teams to ensure problem fixes are planned into releases and delivered

What you should have

• Excellent communication, interpersonal, and leadership skills.
• Strong analytical and problem-solving skills.
• Ability to manage multiple projects and priorities effectively
• Extensive experience in a Support function
• Working knowledge of ITIL v3 processes framework specifically Incident, Problem and Request Fulfilment
• Extremely results driven, will always go the extra mile to deliver expected result
• Financially aware and able to contribute to the effective running of the account.
• Clear & concise communication skills – both written and oral
• Proven track record in building and maintaining strong relationships with customers including working from customer sites when required
• Strong leadership skills with proven track record of managing, developing and leading multi-disciplined teams
• Strong problem solving, time management and organizational skills
• Experience of providing out of hours support for high severity incidents
• Exposure to “follow the sun” support models

What we can offer you

Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.

Permanent only:
We offer a great benefits package including a discretionary bonus scheme, training opportunities, competitive pension, medical insurance, life assurance, social events, opportunities to buy and sell holidays, family friendly policies, discounts with hundreds of retailers and much more.

Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage.

We lead with Heart, fostering empathy and trust where genuine connections and human-centric work flourish.
We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges.
And we champion Courage, inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.

Learn more about us on our LinkedIn page, visit our YouTube channel and follow us on social media Instagram VML Poland and Facebook page.

 

Please note that this job is a full-time position located in Poland, but the selection process will be conducted in English. 

Please send over your CV in English. 

In compliance with Polish regulations, VML Enterprise Solutions is committed to fostering a transparent and ethical work environment. We encourage reporting of any potential irregularities or misconduct. For detailed information on our whistle-blower policy and reporting procedures, please refer to our dedicated document.