Service Delivery Manager

Confirmed live in the last 24 hours

VML (Wunderman Thompson)

Poznan, Greater Poland, Poland

Hybrid

Posted March 18, 2026

Job Description

Who We Are

VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML’s specialist health network, VML Health, is one of the world’s largest and most awarded health agencies. VML’s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.

About WPP

WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com.

We are VML Enterprise Solutions - a group of talented engineers, tech experts, and creators who combine our passions and contribute to the IT world. You may know us better as Wunderman Thompson Technology – in 2024 we changed our name, but at the same time, we remained a great team of people who deliver our best. We design, build, manage and run complex technology platforms and help our clients to benefit from our work and creativity.

Service Delivery Manager needed for a high-profile customer’s web site.

The opportunity

This position combines support management with team leadership, requiring close liaison with both internal technical teams and external partners. Candidates should possess a strong technical understanding of web platforms and solid grounding in how clients leverage our solutions to drive revenue and profit.

Key responsibilities include confidently engaging with customers, leading and motivating a team of web engineers, and strategically planning workloads and priorities. You will also interact with third-party vendors, analyze task distribution, manage relationships with hosting providers, and facilitate software releases and deployments. Additionally, adherence to established support processes (reporting, SLAs, incident & problem management, etc.) is crucial.

A flexible approach to working hours and a willingness to provide on-call coverage are essential.

What you’ll get to do

Co-ordinate & facilitate the contracted eCommerce service to one or more customers
Ensure that escalations and communications are managed in line with documented contract standards
Develop and maintain good customer relationships with the support of the Account Manager.
To be primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA’s and that levels of customers satisfaction remain high
Ensure all agreed SLAs are met for incidents & service requests
Develop and maintain a productive and close working relationship with relevant Account Executives
Build appropriate working relationships with any th