IT Service Delivery Manager

We are excited to offer an opportunity for a Service Delivery Manager (SDM) to join the Service Integration organization at Hitachi Energy. This role is critical in ensuring predictable, high‑quality delivery across both Service Management (Run) and Agile Delivery (Change & Improve). The SDM owns end‑to‑end delivery performance for assigned services and products, coordinating internal teams and external suppliers against contractual commitments, service levels, and delivery plans, while enforcing delivery governance and continuous improvement.

If you are passionate about building highly performing teams and processes by continually improving and learning, we would love to hear from you.

How You'll Make an Impact:

• End‑to‑End Delivery Ownership
  • Own delivery performance across incidents, requests, defects, enhancements, and stories.
  • Optimize the teams and processes and assure delivery in line with Customer expectations.
  • Act as a point of accountability for delivery outcomes, risks, and dependencies.
  • Own escalations and remediation actions for end-to-end delivery.
• Contract & Supplier Management
  • Manage delivery against supplier contracts, SLAs, and Statements of Work.
  • Monitor supplier and team performance, capacity, quality, and responsiveness.
  • Lead internal and supplier governance and performance reviews, driving corrective actions where needed.
• Agile Delivery & Service Management
  • Oversee Agile delivery execution and ensure work is properly prioritized, planned, and delivered.
  • Monitor flow, WIP, throughput, quality, and predictability using agreed KPIs.
  • Ensure effective incident and request handling in line with operational targets and SLAs.
  • Drive backlog hygiene, aging reduction, and first‑time‑right outcomes.
• Continuous Improvement
  • Identify delivery bottlenecks, rework drivers, and systemic inefficiencies.
  • Drive improvements across process, tooling, collaboration, and supplier engagement.
  • Support adoption and optimization of ServiceNow‑based delivery and service management practices.
• Cross‑Product Coordination & Governance
  • Coordinate delivery across multiple products, teams, and service offerings.
  • Resolve cross‑team dependencies and sequencing conflicts.
  • Execute delivery governance forums and performance reviews.
  • Translate metrics into clear actions and decisions, not just reporting.

Your Background:

• Master’s degree in IT, Engineering, or a related field.
• 5+ years of experience in Service Delivery Management, Service Management, Project Management or Agile Delivery roles.
• 10+ years of IT experience
• Proven experience managing external suppliers and delivery contracts.
• Strong understanding of Agile, ITSM, and Service Integration (SIAM) principles.
• Experience working with ServiceNow‑based delivery and service management.
• Strong stakeholder management, communication, and analytical skills.
• Fluent English is a must.

More About Us:

At Hitachi Energy, we pride ourselves on offering a holistic range of competitive benefits to support your financial, physical, and mental wellbeing, as well as your personal development. We want you to truly thrive with us, both in and out of work. More information can be provided during the recruitment process.

We can provide more information during the recruitment process.

We are committed to full transparency and compliance with all legal requirements, ensuring that every candidate knows exactly what to expect at each stage of the recruitment process. Once the process is successfully completed, we will share detailed information about financial conditions and benefits with the selected candidate. Before signing the employment contract, you will receive all remaining details of the offer, giving you the time and space to review everything carefully.

*Applicable only for Poland location align with local law regulations.