Senior IT Service Delivery Manager

Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions. We are looking for an experienced Senior IT Service Delivery Manager to lead customer engagements, delivery operations, and business growth initiatives across the Polish market.

Key Responsibilities

Client & Account ManagementAct as the primary delivery contact for assigned clients.Build and maintain strong relationships with customer stakeholders.Lead governance, service review, and operational meetings.Manage escalations and ensure timely resolution.Support business growth, pre-sales activities, and service improvement initiatives.Service & Project DeliveryLead delivery of IT services, projects, and transformation initiatives.Ensure delivery meets agreed scope, budget, timelines, quality standards, SLAs, and KPIs.Manage risks, dependencies, resources, and project performance.Coordinate delivery across internal teams, vendors, and partners.Provide regular operational and executive-level reporting.Operations & Continuous ImprovementOversee day-to-day service delivery operations.Drive service excellence and continuous improvement programs.Lead incident, problem, and escalation management processes.Promote automation, operational efficiency, and industry best practices (ITIL, Agile, DevOps).Financial & Commercial ManagementSupport account financial performance and resource utilisation.Contribute to business cases, financial reviews, and cost optimisation initiatives.Support contract and commercial management activities.Leadership & GovernanceLead and develop geographically distributed delivery teams.Foster a high-performance and customer-focused culture.Support recruitment, onboarding, coaching, and succession planning.Ensure compliance with contractual, organisational, and quality requirements.Required Skills & Experience: Essential5+ years of experience in IT service delivery, project management, IT operations, or related leadership roles.Experience managing enterprise customers or strategic accounts.Proven ability to lead cross-functional and geographically distributed teams.Strong stakeholder management, governance, and escalation management skills.Experience delivering projects while managing ongoing operational services.Fluent Polish and English.PreferredExperience in Managed Services, Cloud Operations, Infrastructure Services, ERP Support, Digital Transformation, or IT Consulting.Experience working with global stakeholders and offshore delivery models.Exposure to financial, commercial, and contract management.Preferred CertificationsPMP or PRINCE2 PractitionerITIL Foundation or higherAgile/Scrum or SAFe certificationLean Six Sigma Green BeltMicrosoft Azure FundamentalsWhat We OfferCompetitive salary with annual salary reviewsHybrid working model (minimum 2 days per week in the office)Permanent employment contract after probation periodPrivate healthcare and life insuranceMultisport cardMyBenefit platformAccess to learning and development platformsDiscounted theatre ticketsOpportunity to work with international clients and modern technologies in a multicultural environment