Magdalena Sówka
Gdynia,Poland
Summary
Experienced Service Delivery Manager with a demonstrated history in building strong relationships with teams and stakeholders. Consistently leading teams in achieving company goals. Demonstrating exceptional organisational skills and a service-oriented approach, ensuring high levels of customer satisfaction. Adept at managing service level agreements, optimising business processes, managing budgets and making pricing decisions while maintaining KPIs and sales targets. Managed client accounts for international organisations and corporate clients such as NATO, Goldman Sachs and Motorola. Highly experienced in recruitment management.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Delivery Manager for NATO
Vector Synergy
10.2024 - 04.2025
- Delivering recruitment and staffing services to NATO agencies and centres across Europe (Belgium, Germany, Greece, Italy, the Netherlands, Norway, Poland, Portugal, Turkey, the UK) and occasionally the USA
- Overseeing end-to-end delivery of business services, ensuring high-quality service performance
- Acting as primary point of contact between clients and internal teams, ensuring service expectations are met in accordance with SLAs
- Maintaining strong business relationships by ensuring high performance, problem-solving, providing ongoing support, and conducting service reviews
- Identifying recruitment needs and effectively communicating with clients and stakeholders via email, phone, and face-to-face meetings (including regular business trips to strengthen relationships)
- Negotiating contract extensions and managing terminations and replacements
- Leading and coordinating incident management, problem resolution, and escalation processes
- Collaborating with cross-functional teams to align service delivery with business objectives while ensuring compliance with company policies, industry regulations, and security standards
- Assessing recruitment requisitions against team's capabilities and evaluating feasibility
- Monitoring and managing team's workload
- Conducting follow-up sessions to review progress, address challenges, and provide support
- Gathering and analyzing data, reporting on service performance metrics
- Identifying and implementing process improvements to enhance service efficiency and customer satisfaction
- Managing budgets and resource allocation, defining salary ranges, and making key decisions regarding margins and selling prices for each requisition while maintaining KPIs measured by gross margin, ensuring achievement of sales targets
- Interviewing and shortlisting candidates, verifying their qualifications against job requirements
- Ensuring timely onboarding of contractors and providing mediation during contract execution
- Supporting and managing almost 30 contractors throughout the execution of their contracts, including onboarding, negotiations, extensions, salary adjustments, document collection, and ensuring process continuity (e.g., reports and timesheets)
- Ensuring contractor satisfaction by addressing individual needs, maintaining regular communication, and assisting in role transitions if necessary
Service Delivery Manager and Recruitment Team Leader
ETEAM WORKFORCE
02.2023 - 04.2024
- Managing a portfolio of international clients and serving as their main point of contact
- Assuring client's needs are met and setting expectations
- Implementing high quality solutions answering client's business needs
- Managing resources, budgets; meeting deadlines and requirements - individually for each hiring project (up to 15 at a time)
- Hosting intake calls and weekly client meetings with feedback sessions
- Working in accordance to service level agreements and ensuring their continued validity
- Preparing and discussing client reports (internally and externally)
- Preparing costs estimates for clients and negotiating contract terms
- Managing complaints and deescalating concerns to ensure smooth resolution
- Within a year of managing one of eTeam's biggest clients in the banking industry, I've managed to improve our rating from 20,6% to 73,3%
- Managing end-to-end recruitment processes
- Managing a team of recruiters (4-6) and a group of contingent workers (10-12)
- Onboarding and offboarding, training, supporting CWs during their assignments
- Feedback sessions and performance reviews
- Hosting weekly one to one meetings
- Ensuring high performance environment
- Managing workload, timesheets, progress reports
- Verifying quality of work, organising shadowing sessions and providing support
- Negotiating employment terms
- Optimised various business processes (tools improving e.g.: KPI reporting and tracking, annual leaves planning, candidate progress tracking, procedures and templates (+ compliance trainings), clients database)
- Organised an employee satisfaction survey (internal), prepared an analysis of the results and proposed solutions
- Implementing company culture activities and proposing ideas to benefit employee well-being
Senior Recruitment Coordinator for ThermoFisher, Novocure, Barclays
AMS POLAND
11.2021 - 01.2023
- Ensuring data integrity, accuracy and SLAs are met
- Managing candidate experience (regular, senior and executive roles; IT & non-IT)
- Scheduling interviews (email/phone contact with international candidates)
- Initiating background checks and booking medical checks
- Liaising with hiring managers
- Monitoring interview requests in a timely manner
- Supporting recruiters
- Data entry and real-time progress tracking
- Spot checks - average accuracy of 99,5%
- Supporting finances department with invoicing
- Involved in a local committee responsible for employee wellness and company culture
Product Quality Manager
OLIVIA STAR TOP
07.2019 - 09.2021
- All responsibilities listed in the previous position
- Product and brand management
- Leading a team of 4 and conducting recruitment
- Supervising NPI process
- Optimising workflow
- Creating a comprehensive, proprietary database of products with a corresponding system of product codes
Internal Auditor
OLIVIA STAR TOP
07.2018 - 07.2019
- Collecting and analysing data using Excel and creating reports
- Quality and safety control
- BHP & HACCP system supervision
- Creating protocols and procedures
- Daily error analysis and reporting (to CEO directly)
- Reduced the number of errors by 76%
- Recommending solutions and improvements
Front Office Manager
OLIVIA STAR TOP
07.2017 - 07.2018
- Managing a team of 11
- Creating employee schedules
- Handling complaints
- Training new employees
- Introducing tools that improve the quality of service
Social Projects Mentor
ZWOLNIENI Z TEORII
09.2018 - 06.2020
- Guiding project teams (59 in total), providing substantive support
- Hosting shadowing sessions
- Ensuring deadlines are met
- Checking and approving project documentation
- Motivating team members
- Public speaking during promotional campaign at AGH University of Science and Technology
Project Manager
ZWOLNIENI Z TEORII
11.2015 - 05.2017
- Ensuring that the project is executed safely, qualitatively, timely and within budget
- Managing resources and keeping information on the progress of work up-to-date
- Obtaining partners and sponsors
- Contacting the media
- Managing social media accounts (Facebook & Instagram), running paid ads
- Recruiting and training volunteers
- Stakeholder management
- Awarded 'Best charity project in Zachodniopomorskie'
- Nominated for two 'Best social project in Poland' awards
Receptionist & Reservations Specialist
HOTEL AURORA FAMILY & SPA
06.2017 - 10.2018
- Serving the guests, assuring their positive experience
- Managing complaints and resolving issues
- Booking stays, presenting available offers
- Issuing invoices
- Coordinating check-in and check-outs
Education
Master's degree - Business Management, Marketing
University of Gdańsk
Bachelor's degree - Business Management, Marketing
University of Gdańsk
Skills
- Familiarity with project management methodologies (agile, kanban, waterfall, scrum, WBS, Gantt charts)
- Multitasking, organisational skills
- Service-oriented approach
- Decisive decision-making, problem-solving
- Proactive leadership, team management
- Service level agreement management and KPI tracking
- Data analysis and report creation
- Business process optimisation
- Prioritisation, time and workload management
- Relationship management
- Customer negotiation, great communication skills
- Incident management, escalation management and risk mitigation
- Customer relationship, customer experience, customer success
- Account management, project management, process management
- Recruitment management
- Workflow optimisation and process improvement
- MS Word, MS Excel, MS Teams, MS Sharepoint
- Google Meets, Zoom
- One Drive, Google Workspace, Google Drive
- Asana, Trello, Notion
Certification
- Business English C1 (University of Gdańsk)
- Team Mentoring Principles (Social Wolves)
- Project Management Fundamentals (PMI/SW)
- Project Management Advanced Topics (PMI/SW)
- Project Management Principles (PMI/SW)
- LinkedIn Recruiter
Languages
English
Fluent
Polish
Native
Timeline
Service Delivery Manager for NATO
Vector Synergy
10.2024 - 04.2025
Service Delivery Manager and Recruitment Team Leader
ETEAM WORKFORCE
02.2023 - 04.2024
Senior Recruitment Coordinator for ThermoFisher, Novocure, Barclays
AMS POLAND
11.2021 - 01.2023
Product Quality Manager
OLIVIA STAR TOP
07.2019 - 09.2021
Social Projects Mentor
ZWOLNIENI Z TEORII
09.2018 - 06.2020
Internal Auditor
OLIVIA STAR TOP
07.2018 - 07.2019
Front Office Manager
OLIVIA STAR TOP
07.2017 - 07.2018
Receptionist & Reservations Specialist
HOTEL AURORA FAMILY & SPA
06.2017 - 10.2018
Project Manager
ZWOLNIENI Z TEORII
11.2015 - 05.2017
Master's degree - Business Management, Marketing
University of Gdańsk
Bachelor's degree - Business Management, Marketing
University of Gdańsk
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