Service Delivery Manager

Global SaaS Product | Finance / Accruals / Trade Promotions

We are looking for a person who will take on a key role in developing the support function for a proprietary SaaS product used by enterprise clients, mainly across international markets, including the US.

The product supports financial processes related to the calculation and settlement of trade promotions, known as trade promotion accruals, and integrates with ERP-class systems, including SAP.

This is a role for someone who wants to have a real impact on building the service delivery function, rather than simply joining an already established structure.

Scope of Responsibilities

In this role, you will be responsible for the operational management of support for a global SaaS product. The position combines service delivery, functional ticket analysis, client communication, and coordination of a technical-functional team.

Your responsibilities will include, among others:

• managing tickets, priorities, SLAs, and client communication,
• analyzing and resolving some functional tickets related to finance, accruals, postings, and trade promotion settlements,
• working with enterprise clients and business users,
• coordinating the work of developers, consultants, and technical specialists involved in support,
• improving support processes, the knowledge base, and escalation paths,
• participating in building the premium support model,
• in the longer term, also supporting topics related to client relationships and license renewals.

Who Are We Looking For?

The best fit for this role will be someone with experience in support or service delivery for business applications, SaaS products, or enterprise systems, who understands both the client and the business process.

Experience or good familiarity with the following areas will be particularly important:

• business applications / enterprise software / SaaS,
• functional support or application support,
• financial processes: accruals, postings, reconciliations, rebates, trade spend,
• SAP / ERP / TPM / RGM,
• enterprise client support,
• coordination of a technical or support team.

We are not looking for a highly technical person or a developer. Understanding financial and business processes, the ability to analyze tickets, and strong client communication skills are more important. At the same time, the person should be comfortable working with tools, tickets, documentation, and technical teams.

Important Information

The product supports clients in the US, so readiness to work hours aligned with US Eastern Time is required. The standard support window is Monday–Friday, 9:00 AM–5:00 PM EST.

Initially, the role will mainly involve operational / matrix management of service delivery, rather than classic line management. However, depending on the person’s potential, the position may evolve towards broader managerial responsibility.

Business travel will be occasional — a few times per year.

What We Offer

• real impact on building the premium support function,
• work on a global SaaS product,
• contact with enterprise clients across international markets,
• the opportunity to grow towards a managerial / customer-facing role,
• flexible working model: hybrid from Warsaw or 100% remote.