IT Service Delivery Manager

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Swiss Post Solutions (SPS) is a leading outsourcing provider for business process solutions and innovative services in document management. A strong international client base relies on SPS’ ability to envision, design and build end-to-end solutions and to be its trusted advisor for the key value drivers in business process outsourcing (BPO): location strategy, process optimization and technology. Part of the Swiss Post Group, SPS’ 7500 employees and specialized partners span the full range of the industry – from insurance, banking, telecommunications, media and retail to energy supply and travel & transportation – addressing customer needs in more than 20 countries.
Our customers rely on us to be their experts in the fields in which they want to stand out from their competition. This makes working for SPS a demanding, but also exciting and challenging experience.

The IT Service Delivery Manager has a pivotal role in interfacing between the SPS business and the IT teams. With an agnostic view across the services offered by the global IT departments, the IT Service Delivery Manager will ensure that KPI’s are monitored and manged, escalations are dealt with and communicated along with the coordination of changes, problems, and project requirements.


  • Provide a point of contact for technical and non-technical queries, project requests & escalations for the business.
  • Liaise with the business to make sure that expectations are being met and our team and solutions are running smoothly and are adequate for their current & future needs.
  • Introduce/Expand automation of business processes where possible.
  • Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics.
  • Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency & Team Happiness as well as intangible metrics that align with things such as our Company Core Values.
  • Creating, Managing & Improving both Individual & Team KPIs and Performance Metrics.
  • Manage and oversee rollout of new technologies/services across the customer base.
  • Identify, Communicate and Mitigate potential risks to the Company and Clients.
  • Create and be Accountable to Regular Reporting to the Leadership Team.
  • Ensure Root Cause Analysis & Remediation is continually happening for both Technical and Business incidents to avoid them happening in the future.
  • Manage business expectations to ensure that the Team can deliver on what is promised.
  • Support the Team and business with any unusual/high-level issues that arise.
  • Review and approve Timesheets & Expense Reports where required.
  • Ensure that any new services are onboarded with the appropriate documentation and service definitions.
  • Creating process documentation.
  • Ensure Standard Operating Procedures (SOPs) are continually being followed, created & improved to deliver better levels of experience.
  • Manage end-to-end internal and business changes that arise.
  • Analyse monthly/quarterly trends of provided service and implement improvements.

  • Completed degree in Computer Science, Business Informatics, or similar programs; or comparable qualifications/certifications with practical experience.
  • Great Communications skills, founded in being a good listener.
  • IT literate – Advanced user level.
  • Management & Leadership Experience of an IT Service Team.
  • Analytical thinking.
  • Independence in action and self-organization.
  • Excellent presentation skills.
  • A deep desire to deliver an amazing Client Experience.
  • The ability to keep up with & adapt to the fast-paced IT world.
  • Excellent communication skills (both written and oral) in English.
  • Experience using a Ticketing system / RMM Tool and PSA software.
  • Skills in Strategic & Resource Planning with an ability to think and plan ahead.
  • Experience handling Technical Service Tickets.
  • Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
  • Experience working for a Managed Service Provider (MSP) or IT Support Business.
  • German language skills are beneficial.



In addition to an outstanding work environment with excellent growth potential, SPS provides exceptional compensation & benefit package, including:
  • Competitive base salary
  • Sport activities
  • Private medical care
  • Trainings
  • Company integration events
  • Remote work and home office possibility
  • Foreseen travel: 5%
  • Remote work: 50-100%
  • Location: Gdańsk, Poland