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Technical Delivery Manager

Date: 21-Jul-2021

Location: Warsaw, European Union, PL

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.


Role Purpose

Responsible for the day to day delivery of one or more IS business services including the delivery of service support processes, provision on advice on the best exploitation of the service/s and the Management of all supporting technical services. Provides Technical support.


Main accountabilities but not limited to the following:

  • Maintains knowledge of specific technical specialisms, provides detailed advice regarding their application and executes specialised tasks. The specialism can be any area of information or communication technology, technique, method, product or application area.

  • Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

  • Assesses, analyses, develops, documents and implements changes based on requests for change.

  • Initiates and monitors actions to investigate and resolve problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.

  • Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.

  • Managing delivery of the Service Management processes for the service line.

  • Acting as Problem co-ordinator, Duty ISR, Major Incident manager, Lead Change Assessor, Change Assessor, Change Owner and Release Owner as required within the Service Support processes.

  • Providing consultancy inputs to our business and others in relation to change programmes, new projects for the service line.

  • Knowledge sharing within the Operations teams



  • Right to work in Poland

  • Knowledge of Azure Cloud services.

  • Overseas hosting (Windows Server 2012, 2016, 2019).

  • Knowledge of Microsoft Directory Services.

  • Knowledge of System Center products  - SCCM, SCOM.

  • Knowledge of administering SQL database infrastructure.

  • Knowledge of Dell servers will be an advantage.

  • Network basics.

  • Excellent communication skills in English (both written and spoken)

  • ITIL 3.0 certification will be an advantage



  • University degree or equivalent experience. 



  • Full time; 7.45 hours/ day, 38.75 hours/ week 

  • Private medical care (Enel-Med) 

  • Corporate sports card: MultiSport Light 10, co-funded by our Social Fund (ZFŚS) 

  • Great discounts for our English courses and exams for you and your closest family 

  • Possibility of random and social financial grants and holidays’ refunds from our Social Fund (ZFŚS) 

  • Employee Assistance Programme – available psychological support for employees

  • Development possibilities within the structure


Further Information

Pay Band –  Local Pay Band F

Contract Type – Indefinite

Job type – Full-time

Location – Warsaw, Poland

Closing Date – 6th of August 2021, applications will close 23:59 CET


A connected and trusted UK in a more connected and trusted world.


Equality Statement


The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies. 
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

The British Council is committed to safeguarding children, young people and adults who we work with.


We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.


Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.


  If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.