Service Delivery Manager

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)

Be part of HEINEKEN’s innovative Digital & Technology team, driving transformation across 35–40 countries.
Work in a dynamic, multicultural environment with a strong focus on collaboration, learning, and growth.
Opportunity to influence global service delivery standards and contribute to strategic improvements.
Exposure to a wide range of technologies and business functions, enhancing your professional development.

Your responsibilities would include:

• supporting DevOps teams in managing P1/P2 incidents and service requests
• ensuring SLA adherence while aligning with agile DevOps practices
• leading monthly service reviews and driving continuous improvement initiatives
• acting as the first escalation point for business users
• promoting proactive monitoring, structural improvements, and disaster recovery strategies
• collaborating with Product Owners on prioritization and service setup (dashboards, SLAs, ServiceNow configurations).

You are a good candidate if you have:

• 1–3 years in IT Service Management within a corporate environment
• hands-on experience with ITIL processes and service desk operations
• familiarity with ERP (SAP, S4HANA) or Finance Platforms (Basware, ServiceNow) or Procurement tools (Zycus) or HR/Legal
• strong communication and stakeholder management skills across diverse cultural and technical landscapes
• ability to manage ambiguity and shifting priorities with agility
• proactive mindset with a drive for continuous improvement
• ITIL4 certification (intermediate or Managing Professional) and Agile Foundation are preferred.

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.

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