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Service Delivery Manager

  • Warszawa, mazowieckie
  • Specjalista
  • 26.03.2019

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    We’re Coty, a global leader in beauty. We’re World #1 in Fragrance, World #2 in Professional Hair Care and World #3 in Colour Cosmetics. Our iconic portfolio of more than 77 brands are sold in over 150 countries around the world. We believe in beauty with a purpose and brands that inspire, no matter where they are in the world.

    Currently, to our Shared Service Center based in Warsaw city center we are looking for:

    Service Delivery Manager


    • Strategically designs and deploys SLA framework, performance measures and SLA/KPI reporting structure
    • SSC budget governance and reporting according to agreement with SSC Director
    • Internal and external benchmarking of various processes
    • Manages SOP/BPP framework and it’s utilization
    • Tracks service delivery issues
    • Plans and conducts performance review boards with relevant stakeholders
    • Identifies improvement opportunities within delivered processes
    • Cooperates with Head of Shared Service and local organizations in the field of: scope of the processes delivered by shared services; change requests; escalations
    • Communicates with local organizations on process changes or any other changes that might have an impact on them
    • Explains performance issues to local organizations
    • Provide trainings on SLA/KPI measurement
    • Gathers SLA/KPI data and prepares reports
    • Develops recommendations
    • Cooperates and supports CONTINUOUS Improvement initiatives from Project and Line Managers


    • 3+ years of experience in a similar position within shared service/BPO environment; or similar experience in the role of customer service business
    • Experience in designing various KPIs and other measurement methods relevant to a business processes
    • University graduate in finance/controlling/business management
    • Project Management certified - would be an advantage
    • English advanced. Minimum CEF level: B2
    • PC skills: MS Office package (Excel advanced); SAP (ideally, advanced level) or any other ERP software


    • Challenging and international work environment
    • Possibility to learn and develop
    • Attractive benefits package including sport card, private medical care, fruit Wednesdays, travelcard reimbursement, extra day of holidays
    • Discounts on Coty products
    • Modern office located in the city centre (near Dworzec Zachodni)
    • Chillout room, bicycle parking, showers



    Coty’s purpose is to celebrate and liberate the diversity of our consumers’ beauty. Aligned to this is our mission – to strive over time to become the global industry leader by being the clear challenger in beauty, delighting consumers and creating long term shareholder value.


    We are one of the world’s largest beauty companies with approximately $9 billion in revenue, and our strong entrepreneurial heritage has created an iconic portfolio of leading beauty brands.
    As the global leader in fragrance, a strong number two in professional salon hair color & styling, and number three in color cosmetics, we operate across three divisions:
    • Coty Consumer Beauty: focused on color cosmetics, retail hair coloring and styling products, body care and mass fragrances sold primarily in the mass retail channels with brands such as COVERGIRL, Max Factor and Rimmel
    • Coty Luxury: focused on prestige fragrances and skincare with brands such as Calvin Klein, Marc Jacobs, Hugo Boss, Gucci and philosophy
    • Coty Professional Beauty: focused on servicing salon owners and professionals in both hair and nail with brands such as Wella Professionals, Sebastian Professional, OPI and ghd


    Coty is a truly global player with over 20,000 employees, operations in more than 40 countries in Asia, Latin America, Australia, Middle East and Africa, as well as Europe and North America and products sold in over 130 countries and territories. Our headquarters are in London, New York, Geneva and Paris.

    Want to know more?


    For additional information about Coty Inc., please visit www.coty.com


    At Coty, we embrace Diversity. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability.












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