Service Delivery Leadership in IT, On Demand

Organisational Change, Managed Services, Full Service Delivery

I help IT service providers and their enterprise clients in DACH and across Europe turn staff augmentation into services with clear SLAs, predictable revenue and real ownership. German and English at negotiation level, Polish native, on clear B2B terms from Poland.

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20+ years in enterprise IT in the fields of service delivery, project and portfolio management, SAP migrations, cloud migrations, software maintenance and delivery, and risk and audit management.

Where I help

From staff augmentation to managed services

Turn people-and-hours contracts into services your clients trust and you can plan revenue on.

Find work packages with enough coherent volume to run as a service
Define services, SLAs and SLOs your team can actually meet
Rework the contract, pricing and billing model
Build service teams with ownership instead of individual contractors

Service transition and nearshore delivery

Move services between providers or into a nearshore team in Poland without losing service levels.

Transition planning, knowledge transfer and hypercare
Nearshore delivery between DACH, the Nordics and Poland
Provider governance: SLA reporting, service reviews, escalations
Interim service delivery manager or head of IT operations

Operations automation and AI

Take the routine out of operations so the service scales without adding people.

Automated ticket triage and routing
ServiceNow and Jira Service Management integrations
Automated reporting and SLA dashboards
AI assistants for service desk and delivery teams

n8n, Python, REST APIs

Case study: from staff augmentation to managed services

Engagement in progress

Situation: A CEE-based IT services provider places specialists with a large financial-services client in Germany on a staff-augmentation basis. The client values speed and the ability to scale down when budgets end, but carries the whole governance burden itself. The provider has unpredictable revenue and little visibility into what its contractors deliver.
What I found: A role analysis of the current 10-person team showed it was not coherent: no natural team lead and no group of people doing similar work. Relabelling it as a service would not work.
What I do: As service delivery manager I keep the current services running while redesigning the model: identifying IT areas with enough coherent, stable workload to run as a managed service, defining SLAs and SLOs, and reworking the contract and billing model.
Progress: Top management on both sides is engaged, and the client has adopted my recommendation to build a critical mass of work per service. The analysis points to new areas worth 10 to 20 FTE that can be contracted as service delivery from day one.

AI-driven operations, built by someone who has run them

Automation is not new to me. I have been replacing manual operational work with scripts and workflows for years.

What AI adds is new: ticket classification, knowledge search, draft replies and report summaries. I introduce it where it measurably cuts effort or resolution time, and the service stays under clear human ownership.

Process first: Fix the workflow before choosing the tool.
Measured: Baseline before, results after, in numbers your management already uses.
Maintainable: Your team can run and change what I build after I leave.

How we start

Briefing call
30 minutes about your situation, goals and constraints.
Assessment
A short review of the service model, contracts and team, with findings in writing.
Proposal
Scope, deliverables, timeline and price, as a day rate or fixed-scope SOW.
Start
Onboarding with your team and a first status report after two weeks.

Working with me

Delivery, project and tech in one: I run the service, lead the change as a project and build the automations myself.
Your language: I negotiate, escalate and report in German, English or Polish.
Direct contract: You contract my Polish company directly, with a clear SOW. No agency margin in between.
Where you need me: Remote from Wrocław, and on site in Germany one or two days a week when the engagement needs it.

Company data for procurement

Everything your supplier onboarding needs, in one place.

Legal name: Marcin Balcerak Business Services
Legal form: Sole proprietorship, registered in CEIDG (Poland)
Tax ID (NIP): 1130705165
VAT-EU ID: PL1130705165
EU invoicing: Reverse charge, Art. 196 EU VAT Directive
Contract types: Day rate (B2B) or fixed-scope SOW
Currencies: EUR, CHF, USD, PLN
Payment terms: 14 or 30 days
E-invoicing: KSeF (Polish national e-invoicing system)
Email: [email protected]

Request a briefing

Describe your situation in a few sentences. I reply within one business day.

Prefer email?
[email protected]