IT Delivery Manager at Smile in Krakow, Lesser Poland Voivodeship, PL

We’re on the hunt for an experienced IT Delivery Center Manager to lead our Polish operations. Based in Kraków? Do you bring 15+ years of experience in IT delivery? Perfect! We’re after local talent from the city or close by.

Have you successfully scaled delivery centers and collaborated with international teams across Eastern Europe? This could be your next big step!

🚀 What we’re looking for - Your superpowers:

• A degree in Computer Science, IT, Business, or a related field - Bachelor’s or Master’s, your choice
• 8+ years of experience in IT service delivery, including solid leadership time spent in a delivery center environment
• A strong tech background - you know your way around IT infrastructure, software development lifecycles, and current tech trends, and you're comfortable making strategic calls with technical impact
• Hands-on experience in development environments - enough to speak the same language as your teams and understand their day-to-day challenges
• Proven track record of managing teams and delivery projects across Eastern Europe. Collaboration is your second nature
• You’ve led large-scale IT programs using different delivery methodologies (e.g. Agile, Scrum, Waterfall, you name it)
• You bring excellent leadership, communication, and people skills - the kind that builds trust and drives results
• Strong analytical mindset: you solve problems before they become problems
• Fluency in both English and Polish is a must. If you speak French, you start with +10 bonus points, but no worries - we can get along in English too!
• Experience with budget management, delivery KPIs, and P&L responsibility. You understand the numbers and how they shape the business.

🚀 Your mission:

• Own and run the full delivery operation in Poland
• Build strong business relationships with clients
• Ensure smooth, high-quality delivery of IT services and solutions
• Drive continuous improvement, client success, and team growth

🌟 If you’re a strategic thinker, a hands-on leader, and know how to turn delivery into a real business advantage, let’s talk!

Now that we’ve covered the essentials, grab a coffee and get comfy - this is a long read, but on purpose We want to save your time while giving you a clear picture of our vision and the role. The more you know now, the better you’ll be able to judge if this position is the right fit for you. If the role feels like a match and our expectations align, we’d love to see your application! 😉

✅ You’ll be leading a team of 100+ people in Poland and working hand-in-hand with our Delivery Centers in France, Morocco, and Ukraine, plus close collaboration with business units in France, BENELUX, Germany, and Switzerland.

✅ As IT Delivery Center Manager, you will leverage your extensive experience in collaborating with teams and clients across Eastern Europe to:

• Navigate Cultural Nuances: Understand and effectively manage the diverse cultural aspects within the region, ensuring smooth communication and collaboration.
• Foster Effective Partnerships: Build and maintain strong relationships with internal teams and external clients, promoting trust and mutual success.
• Drive Successful Project Outcomes: Utilize your regional expertise to guide projects to successful completion, overcoming any challenges specific to the Eastern European market.

There are things we know, and there are also many things we don't know, and it will be your task to find out

✅ Long-term, you’ll be responsible for: Establishing and Executing the Strategic Vision

• Form and implement a long-term vision for the Polish IT Delivery Center, consistent with the company's global objectives.

Optimizing and Enhancing Delivery Processes:

• Design and introduce strategies aimed at maximize the efficiency of IT delivery processes
• Initiate actions leading to an increase in the quality of provided services and solutions.
• Implement operational improvements.

✅ But to kick off our cooperation, we would like you to focus on the following tasks: Overview and Analysis

• Conduct a comprehensive review of entity operations: This involves gaining a deep understanding of how each entity within the delivery center functions day-to-day. Assess available resources: Evaluate the human, technological, and financial resources that each entity possesses. Identify the necessary resources and possible sources for obtaining them.
• Analyze existing processes: Examine the current workflows and procedures in place to understand their effectiveness and identify bottlenecks. Identify policies and processes that are worth keeping and those that can be improved or replaced with more efficient ones.
• Identify gaps and risks: Pinpoint areas where capabilities are lacking or where potential issues could arise, posing threats to delivery. Propose solutions and collect suggestions
• Determine strengths: Recognize and document the strong points and successful aspects of individual entities.
• Identify areas for development: Highlight opportunities for improvement and growth within each entity taking into account its specific characteristics, leading to enhanced overall performance.

Strategy Development

• Collaborate with Entity Managers: Engage in regular, focused meetings and discussions with key entity managers
• Jointly Define Development Strategies: Work in close partnership to create overarching strategies for the growth and improvement of each entity and the delivery center as a whole.
• Establish Clear Goals: Develop measurable and actionable goals that support the agreed-upon development strategies, ensuring alignment with company objectives.
• Facilitate Cross-functional Alignment: Ensure that strategies and goals are cohesive and support inter-entity collaboration, fostering a unified approach to development.
• Drive Strategic Execution: Actively participate in the implementation and monitoring of these strategies, ensuring progress towards the defined goals.

Quality Assurance & Risk Management Implement robust quality assurance processes and identify potential risks to delivery, developing mitigation strategies to ensure successful project completion. Discovery and Learning

• Conduct in-depth analysis: Actively seek out and identify areas that are currently unclear, insufficiently documented, or unknown within the operations of individual entities within the delivery center.
• Identify knowledge gaps: Recognize missing data, processes, or information that may affect efficiency, risk, or development opportunities.
• **Initiate discovery actions:**Proactively plan and execute activities aimed at acquiring missing knowledge, e.g., by:
  • Discussions with teams and stakeholders.
  • Document analysis.
  • Conducting audits.
  • Implementing data collection mechanisms.
• Formulate recommendations: Based on the discovered knowledge, formulate concrete recommendations and action plans to improve processes, reduce risk, or leverage new opportunities.
• Continuous learning and adaptation: Promote a culture of continuous learning and adaptation within the team to ensure that the delivery center is able to respond quickly to new challenges and seize emerging opportunities.

Resource Alignment and Building:

• Identifying and acquiring human resources whose skills and expertise match the specific technical and project requirements of current and future projects.
• Actively participating in recruitment processes for key technical positions to ensure the right talent is brought into the team. Collaborate with HR to attract, recruit, and retain top IT talent for the delivery center.

Leadership and Mentoring

• Providing clear direction, guidance, and support to IT professionals within the delivery center.
• Acting as a mentor to team members, supporting their professional growth and skill development.

Team Development and Performance Management

• Developing and implementing strategies to cultivate a high-performing team.
• Managing delivery portfolio, and control delivery KPI (utilization rate, revenue plan, Gross Margin etc.),
• Fostering a positive, collaborative, and engaging work environment that encourages growth, continuous improvement, innovation, and a strong sense of ownership and responsibility.
• Regularly conducting performance reviews to assess individual and team performance, provide constructive feedback, and set goals.
• Identifying training needs and coordinating relevant training programs or initiatives to enhance team capabilities and address skill gaps.

A FEW WORDS ABOUT US:

• Smile Poland is part of the international Smile Group, headquartered in Paris. We’re over 2,000 people in 9 countries (including Belgium, Switzerland, and Luxembourg), bringing together brands like creativestyle, Neopixl, SensioLabs, UX-Republic, Alter Way, and Synotis.
• For 30+ years, we’ve been pioneers in tech and European leaders in open-source solutions, built on courage, innovation, and strong technical know-how.We believe in freedom, respect, and openness.
• We deliver stable, effective solutions and choose non–open-source tech only when needed.
• Proud holders of the HappyIndex®AtWork label.
• ENGAGED & AGILE - real results, constant testing, and fresh ideas. OPTIMISTIC & OPEN - transparent, collaborative, and synergy-driven.

Are you ready to become a Smilian? 😉

WHAT’S NEXT: When Will You Smile? Recruitment for Smile is handled by the creativestyle team. We’ll do our best to make the process painless. If your application catches our eye:

• Step 1: On-site interview (in Polish) at our Kraków office (Zabłocie) with HR Manager and Operations Manager
• Step 2: Online technical interview (video call in English) with Managers from France
• Decision time - for both sides. Whatever the outcome, you’ll hear back from us.

Please note that only selected candidates will be invited to interviews.