Pracodawca zakończył zbieranie zgłoszeń na tę ofertę

Infrastructure Service Delivery Manager


  • Wrocław

    Wrocław, Lower Silesia
  • offer expired 4 months ago
  • contract of employment, B2B contract
  • full-time
  • team manager
  • home office work
  • Immediate employment
  • remote recruitment

Your responsibilities

  • Account management:

  • Acts as a single point of contact for NATEK customers for delivery, builds and maintains client relationships both internally and externally

  • Investigates customer needs, detects, generates, and influences on customer needs

  • Builds forecast of current and future results as headcount and gross profit

  • Provides and indicates added value coming from all types of NATEK services (all business lines)

  • Delivery Management:

  • Works out strategies to maintain, improve and develop service delivery

  • Executes policies and quality processes, designed to ensure consistently high service performance, monitors employees’ and evaluates customer feedback to improve quality processes

  • Defines and /or executes Service Level Agreements (SLA’s) in relation to contracted services

  • Regularly reviews SLA’s efficiency and Quality processes to drives the service owners to deliver at the committed level

  • Ensures that the service delivery process is effective by minimizing the cost incurred in the processes with the objectives to decrease costs, and increase Gross Margin

  • Controls administration tasks related to delivery

  • Benchmarking on Technologies:

  • Monitors trends and emergencies of new technologies to anticipate the evolution of the company offers

  • Keeps informed on industry news and trends, products, services, competitors, relevant information about legacy, existing, and emerging technologies, plus the latest product-line developments

  • Builds education platforms and forum to increase competency level of the technical forces

  • People Management:

  • Responsible for hiring, building, shaping, educating, motivating and career development of IT teams

  • Team and people management for given project/s and/or Customer/s

  • Leads annual appraisal process with support of HR

  • Initiates, implements, and monitors the plan/progress of workshops, training courses, certifications, with the reference to service delivery

  • Administration tasks resulting from people management, e.g. expenses, TO, attendance, vacation

Our requirements

  • Minimum of 4 years of professional experience in similar role: Service Delivery Management, Project management, Operations Management, People Management

  • Strong understanding of the infrastructure landscape and service delivery process

  • Experience in working within outsourcing environment, or managing outsourced suppliers is nice to have

  • Experience in building and sustaining customer relationships on a senior level

  • People management experience (within a medium size team)

  • Very good negotiation skills, ability to influence others

  • Logical and analytical approach

  • Business and sales orientation: able to turn customer requirements into workable solutions

  • Leadership personality

  • Excellent communication skills

  • Fluency in English is a must, other language as French or German is a plus

What we offer

  • You will have a real influence on the expansion of NATEK Delivery Centers

  • You will work closely with the NATEK Board members, having a real impact on company's growth

  • We work in the ISO International Standards environment, with clear processes, which is making our job more effective

  • Great vibe of international non-corporate working environment

  • You will closely cooperate with experienced Sales team on infrastructure pre-sales activities

  • Small things which make the difference: Private medical healthcare, group insurance, MultiSport card, flexible working time, home office, company integration events, benefit platform, learning platform UDEMY access, NATEK 5 years club loyalty program


  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • no dress code

  • employee referral program

  • extra leave

  • 3 steps remote recruitment process:

  • interview with Talent Acquisition

  • interview with Vice President

  • interview with SDM and Operations Manager

The role summary

A Service Delivery Manager (SDM) has the responsibility to manage infrastructure service delivered by NATEK to customer/s in a selected territory. SDM has also an active participation to the account/s development. Committed to the expansion and success of the business, a Service Delivery Manager:

• Prospects customer’s needs to increase the revenue, margin, profit and headcount of the company

• Supervises the delivery of services for customers and coordinates activities

• Manages teams (is responsible for people and attrition management, development and motivation of IT employees and suppliers)

• Surveys trend of technology changes in the company market and proposes offer evolution

• Supports Sales department to answer Bids or Requests for existing or new customers

SDM is a bridge between the NATEK teams (Sales, Recruitment, HR, Finance, Office Management, IT employees and external suppliers) and customer. The person monitors trends in technology and services and brings them to the attention of supervisors and function heads, which may result in bringing new services to the portfolio of NATEK.


Building on our shared company values - accountability, expertise, and partnership - NATEK's mission is to deliver high quality IT outsourcing and consulting services in the CEE region. Since 2004, our employees have been participating projects for our partners from all over the world in the most important sectors, including finance and insurance, telecommunications, and IT infrastructure. NATEK has offices in Poland, Bulgaria, the Czech Republic and Slovakia, and thanks to a team of over 500 experts, including project managers, programmers and administrators, we are able to effectively support our partners.

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