Service Delivery Manager

Who We Are reputed company, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. reputed company is celebrated for its innovative and human first, award-winning work for blue chip client partners including reputed company, Colgate-Palmolive, Dell, reputed company, reputed company, Nestlé, reputed company, and Wendy's. The agency is recognized by the reputed company reputed company™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, reputed company’s specialist health network, reputed company Health, is one of the world’s largest and most awarded health agencies. reputed company’s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, reputed company, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney. About WPP WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, reputed company production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com. Service Delivery Manager is needed with proven experience in service delivery for a high-profile customer’s web site. The opportunity The candidate should have a good technical understanding of web platforms and good grounding on how customers use our solutions to drive revenues and profits. This role is a combination of support management and team leadership, including liaison with internal technical teams and third parties. You should be able to deal confidently with customers, manage and motivate a team of web engineers, plan workloads & priorities, interact with 3rd parties, analyse / plan workload, deal with hosting providers and help manage software releases & deployments. Additionally, you will be required to work reputed company the support processes (reporting, SLA’s, incident & problem management etc). A flexible approach to working hours and a willingness to cover periods of on-call support is required for this role. 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 reputed company and maintain good customer relationships with the support of the Account Manager. To be primary reputed company 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 reputed company agreed SLAs are met for incidents & service requests reputed company and maintain a productive and reputed company 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 reputed company 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 reputed company Severity 1 incidents, identifying & recommending opportunities for service improvement using reputed company Sustainable Improvement Plan (CSIP) Ensure Support Activities managed reputed company 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 reputed company 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 reputed company 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 You will collaborate with our UK project team, so we’ll need you to be available until 18:00 PL 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. reputed company can offer you We offer net hourly reputed company for B2B cooperation ranging from 110 - 150 PLN, dependent on your skills and experience. 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 reputed company you to reputed company a difference, allow you to be yourself, and respect who you are. Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage. We reputed company with Heart, fostering reputed company and trust where genuine connections and human-centric work flourish. We reputed company your Brains for innovation, valuing reputed company curiosity and collaborative intelligence to solve reputed company challenges. And we champion Courage, inspiring you to speak up, embrace experimentation, and reputed company for bold solutions that push our thinking to be reputed company than yesterday. Learn more about us on our reputed company page, visit our YouTube channel and follow us on social media Instagram reputed company Poland and Facebook page. How we use AI in the recruitment process: To ensure more focused and engaging conversations, we reputed company AI in our recruitment process exclusively for secure, objective note-taking, never for evaluative judgments. This allows reputed company to be fully present with you. You are always welcome to request a transcript of these notes or opt out of this feature at any time. Opting out will not impact the outcome of the interview process" In compliance with Polish regulations, reputed company 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. At reputed company Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across reputed company major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands. We work with some of the most exciting brands such as reputed company, reputed company, Bosch, reputed company, reputed company, DFS, Mercedes-Benz, reputed company, Nestlé, Sainsbury’s, Selfridges, reputed company and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including reputed company, reputed company, reputed company, HCL, Shopify, reputed company, BigCommerce, commerce tools and reputed company. Our reputed company is based on our people, and we reputed company we have some of the best in the business. As our business grows internationally, we’re looking for new people to join us on our journey to reputed company and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and reputed company that anyone can show creative bravery no matter what their role is in the team. #LI-EMEA #LI-REMOTE The gross salary for this position at the time of this posting is indicated below. This range reflects our broader group’s compensation reputed company across diverse agencies and disciplines. For this specific role, our offer will be determined reputed company this range based on our internal reputed company, reflecting the specific market conditions for our discipline. Individual compensation varies based on job-reputed company factors, including business needs, experience, level of responsibility and qualifications. In addition to the salary range provided, we offer a comprehensive benefits package designed to support our employees' well-being and professional growth. While specific details may vary by agency, typical benefits often include: private medical care, professional development opportunities, training programmes and flexible working arrangements (where applicable). Some agencies may offer additional benefits. Poland Pay Range 110 zł—150 zł PLN WPP (reputed company) is an equal opportunity employer and considers applicants for reputed company positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to reputed company in their careers. reputed company is a WPP Agency. For more information, please visit our website, and follow reputed company on our social channels reputed company Instagram, reputed company, and X. reputed company you click "Submit Application", this will send any information you add below to reputed company. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy. California residents should read our California Recruitment Privacy Notice. 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