Head of Service Delivery
- Remote
- Poznań, Poland
- PLN 30,000 - PLN 35,000 per month
- Heads & SD
Job description
About the role
We're looking for a Head of Service Delivery to own how Appunite delivers software across all engagements — quality, speed, cost, and client satisfaction.
Appunite (over 70 engineers and 12 active engagements) is shifting from team augmentation to output-based, AI-assisted engineering. We build Process Native Software - software shaped around clients' actual business processes. You'll make that model operationally real.
This is a builder role. You'll create delivery infrastructure from scratch - not inherit and maintain it. You report to the CEO and sit at the leadership table.
Job requirements
Responsibilities
Standardize delivery - design SLA frameworks, delivery playbooks, and health metrics across all service types
Own cost of service - owns the optimization of service delivery costs by improving systems, processes, and operational leverage
Build the feedback architecture - real-time observability into progress, quality, and satisfaction across every engagement
Prepare for AI-first delivery - structured knowledge graphs, process-native tooling, engineering environments where AI operates safely at higher autonomy levels
Execute the Process Native Software blueprint - build the delivery capability to fulfill our core offering at quality and at margin
Lead the Service Delivery team - financial lead, team leaders lead, project coordinators. Set clear goals, give autonomy, represent SD at the Heads level
Requirements
Proven experience building delivery infrastructure from scratch - playbooks, metrics, tooling
Track record of treating delivery as a product with its own roadmap and success metrics
Experience owning P&L or margin targets in IT services (T&M and/or fixed-price)
Strong team leadership - direct feedback, autonomy-based management, no micromanagement
Understanding of how AI changes software delivery economics - not as an engineer, but as an operator
Comfortable with ambiguity; relentless about creating clarity
Experience entering and strengthening existing teams - observe first, earn trust, then improve
Nice to have
Experience with SLA/OLA design in IT services context
Familiarity with DORA metrics and delivery health dashboards
Background in change leadership during business model transitions
Cross-functional collaboration skills without formal authority
What we offer
Salary: 30 000 – 35 000 PLN net (B2B) / 25 000 - 29 000 PLN brutto (UoP)
Seat at the leadership table with direct strategic impact
Leader-leader culture - advice process, no command and control
Transparent, async-first, documentation-driven organization
AI-native work environment
Recruitment process
Screening call - Recruiter: communication style, experience, mutual fit
Delivery & Operations interview - SD team: playbooks, metrics, cost, SLA, process improvement
Leadership & Business interview - CEO and Heads: leadership, strategy, financial acumen, AI fluency.
Case study - realistic delivery scenario, written analysis
Case study presentation + discussion - present, defend, iterate under feedback
Interested? Reach out to Milena, Maciej or Karol to start a conversation.
or
All done!
Your application has been successfully submitted!
Perks and benefits
Paid time off and sick days also for B2B contracts
Education & Training Budget
Remote first approach with flexible working hours
Spacious and stylish office if you prefer working on site
Organise team office space in your city
Private healthcare & life insurance
Co-financed multisport membership
Book formula - make a book-wish and we’ll grant it!
Being part of company events and meetups
English lessons with a native speaker
A brand MacBook to work on
Additional budget for team outings
Got questions? Feel free to contact us!
You will be in good hands! Our team will help guide you through the recruitment process and maintain communication throughout as well as share feedback with you.
Kinga Szałek
I see work as a genuine passion. For me, it’s about finding fulfillment and joy in what I do. By discovering new people, their unique talents and understanding their perspectives, I have the opportunity to build collaborative teams that continually grow. I invite you to join Appunite to be part of our thriving Team.
Milena Stareńczak
I believe that the Human Being always comes first: their story and needs. Only then we are able to come up with the best solutions. It's an approach that shines through in my role as a recruiter and psychologist on a daily basis. Still in search of creating the best recruitment process and candidate experience.
Magdalena Adamczak
Can a workplace be made up of inspiring people who are the missing piece of the company's puzzle and together create a space for activity and growth? Yes, at Appunite on a daily basis, the curiosity is learn about people and other perspectives never leaves me. I'm in doing sourcing amazing people, sounds good! Are you in?
Maciej Matwiejczyk
I'm passionate about making recruitment simple and effective, always upholding honesty and transparency throughout the process. I focus on the bigger picture in recruitment, ensuring every step aligns with long-term success. My approach prioritizes support and meaningful feedback for everyone involved, building strong connections and lasting matches.