Supply Chain Platform Service Delivery Manager

Function:  Technology

Warsaw, MZ, PL

Work Arrangement:  Hybrid


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We are actively looking for IT Service Delivery Manager for Supply Chain Apps. The ITSM will maintain 3rd party service level agreements, ensure service quality and service continuous improvement, and manage vendor relationships.

In addition to maintaining the operational performance of the applications, the ITSM will be expected to lead and deliver all small application enhancements as defined by the Wella IT Change Delivery Framework and support across all Wella business functions for short periods of time (ITSM colleague annual leave etc).

The ideal candidate needs to be experienced in SAP and a problem solver and will work closely with our technical and business teams. You will act as an initial Supply Chain Architecture/Delivery point of contact for incidents and enhancements, proactively engaging with Wella IT Enterprise Architects and the Supply Chain Solution Delivery Manager.



  • Interface between IT and business operations teams for Supply Chain
  • Focus on ensuring the business application service requirements and impacts are understood and that operational services delivered #meet the requirements of the business
  • Act as IT operational expert and point of contact for all incidents and service request escalation
  • Liaise with infrastructure teams, managed service providers, application vendors and IT Business Partners to define service roadmaps and ensure continuous service improvement
  • Make sure root cause analysis (RCA) is delivered for P1 Incidents and Problem records
  • Govern incidents (P1 – P4), problems and changes affecting R&D, HR and all Reporting domains
  • Manage L1 Triage Apps support – cooperate with Vendors and Wella Application Owners
  • Project Management – Act as IT Delivery Lead for the Small Enhancement portfolio following the IT Change Delivery Framework.
  • End to End responsibility to support and enhance Supply Chain Supply Chain solutions
    • SAP ECC (SD,MM,IM,MDG), Ariba Blue Yonder planning and WM management reporting,
    • other applications/solutions
  • Cooperate with other IT functions, PMO and Supply Chain business teams.
  • Performs requirements definition and systems analysis within the Supply Chain domain.
  • Reviews SOWs and negotiates with vendors when required.
  • Evaluate vendors and solutions.
  • Ensures vendors develop and maintain appropriate documentation.
  • Develops technical specifications and configuration guidelines.
  • Assists in the development of requisite systems plans and technology architectures.
  • Supports the relevant standards and methodologies.
  • Design, configure, test, and implement enhancements in the solutions when required.
  • Ensures systems configurations are performed within the manufacturer guidelines to ensure supportability of the product.
  • Provide regular reporting on service operations, KPIs / SLAs
  • Schedule and coordinate regular Service Governance Review sessions
  • Pro-actively communicate to operation stakeholders
  • Participate in project meetings and provide operations input based on current demands/requirements
  • Ensures the usage of IT Best Practices.
  • Maintains state-of-the-art knowledge and skills in the assigned domain and researches and evaluates new-age systems solutions.



The person must demonstrate skills in the following areas:

  • Essential: +5 years of experience of managing 3rd party vendors in IT service delivery, contractual obligations, and service level agreements (SLAs), vendor performance and resolving relationship issues
  • Essential: Strong experience of ITIL v4.0 IT Service Management framework.
  • Essential: ITSM tools (ServiceNow) experience incl. service reporting requirement definition
  • Essential: Ability to understand user needs, expectations and impacts of any changes.
  • Essential: Planning and analytical skills.
  • Essential: Project Management qualification (e.g. PRINCE 2 Foundation or PMP) or willingness to take upon successfully completing your probationary period.
  • Key Business Processes and Supporting Technologies within Supply Chain.
  • Subject matter expertise in Supply Chain and SAP.
  • Experience with End-to-End lifecycle implementations (including: business case, vendor selection, project scope, design, build, test, deploy, hyper care, BAU).
  • Knowledge in Product Lifecycle Management processes
  • Ability to lead and influence the Supply Chain functions but also functional / technical IT people.
  • "Hands on" - ability to step in and execute critical work/ escalations if no one else can do so
  • Requirements Definition.
  • Ability to generate results through 3rd party alliances.
  • Ability to operate in a matrixed, global environment.
  • Excellent organization and time management, vendor management, and project management skills.
  • Background managing external IT vendors and suppliers.
  • Commercial acumen in relation to vendor management and IT service contracts. 
  • Ideal: The ability to speak a second European language, including English



  • Higher education (master’s degree) with an orientation in business-related fields
  • Fluent in English.
  • 5+ years professional experience in IT Supply Chain Management. Experience of implementing large complex projects/programs via IT in international environment.
  • Have a good track record in a FMCG industry preferably in Personal Care Product Manufacturing.
  • Strong communication and problem-solving skills, ability to defend the Core Model position, and ability to work with and influence stakeholders at all levels.
  • Strong Leadership and team management.
  • Ability to challenge, open minded and active listening.
  • Ability to understand and synthesize business needs from multiple sources, and identify arbitration needs.
  • Have superior communication and interaction skills, including tact and diplomacy.
  • Ability to collect data and report blocking points.
  • Issue resolution and value realization oriented.




  • Luxmed Medical Insurance
  • Life Insurance
  • PPK pension plan
  • Lunch card
  • Birthday as a holiday- celebrate with your loved ones
  • Occasional products sample to enjoy our amazing products
  • Access to great discounts on our amazing products with Wella and ghd shop online
  • Bonus for birth of your child
  • Bonus if you are getting married
  • Multisport card
  • Counselling support for you and your family (financial, legal, psychological support)
  • 5 days of additional holiday per year after 5th anniversary
  • Social Fund
  • Glasses refund
  • Attractive referral bonus for recommending friends to work at Wella




Together, WE enable individuals to look, feel, and be their true selves.

Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

For additional information about the Wella Company please visit




We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. Wella Company with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at:

We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities, experiences and backgrounds creates an environment that produces extraordinary results.

English - Please click on this link to review the Notification of Equal Opportunity Rights poster

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