Sla Manager

October 22, 2026

Remote

Lead

Warszawa, Poland

Indeed

Keep in mind

Original vacancy is in Polish
You will likely need Polish for the job. The employer can confirm

Also worth knowing

English is required
C1 level
B2B contract

Description

The company is looking for an experienced SLA Manager to take ownership of service-level performance, manage the onboarding of new applications and services, and ensure contractual commitments are delivered. The role combines SLA/OLA governance, team capacity management and reporting with client relationship work and escalation handling. You will cooperate closely with internal development teams, clients and vendors, and build and develop the support team. Work is fully remote on a B2B contract with a flexible approach and an international environment.

Responsibilities

Define, maintain and review SLA, OLA and service-level metrics
Run the operational backlog, set priorities and assign tasks, and manage team capacity depending on demand
Coordinate onboarding of new applications into the operational phase, including readiness, access, documentation, monitoring and escalation paths
Coordinate operational procedures and reviews covering risk, cybersecurity and governance
Monitor service performance against targets and prepare reports with identified trends, risks and recurring issues
Run service reviews with clients and stakeholders and handle escalations and SLA breach incidents
Support recruitment and onboarding of new employees and provide coaching, mentoring and professional development
Drive continuous service improvement initiatives and promote IT Service Management good practices

Requirements

Proven, success-backed experience in a similar position such as SLA Manager, Service Delivery Manager or IT Service Management Manager
Experience managing a team, including recruitment, onboarding, coaching and employee development
Very good knowledge of SLA, KPI, OLA, service catalogues, service definitions and operational procedures
Experience supporting or coordinating risk management and cybersecurity processes in an application or technology environment
IT service management certifications such as ITIL are considered a key advantage
Excellent communication, negotiation and analytical skills with the ability to turn data into concrete actions
Practical experience of responsible use of AI tools to improve analysis, reporting and processes
English proficiency of at least C1 as a mandatory condition

Conditions

100% remote work with a flexible approach
Long-term cooperation based on a B2B contract
Participation in mature technology projects with real influence on shaping organisational processes
Work in an international environment that encourages knowledge sharing