Principal Service Delivery - Customer Facing

This role is part of a larger transition and is planned as part of a separate team being created in Kraków. Principal Service Delivery Manager – Data & Analytics Role Summary As a Principal Service Delivery Manager, you will own the delivery and operational success of our most complex Data & Analytics solutions. In this role, you will act as the strategic bridge between enterprise clients and our engineering teams. Instead of writing code, you will shape delivery strategies, manage high-stakes client relationships, and ensure system reliability for critical accounts. This role offers high autonomy and is designed for a senior delivery leader tracking directly toward a Principal role. Key Responsibilities - Client & Solution Ownership: Act as the primary trusted advisor for key enterprise clients. Translate their business hurdles into scalable data solution roadmaps. - Service Excellence & SLAs: Lead end-to-end delivery for large-scale platform implementations and data migrations. Ensure systems meet strict enterprise Service Level Agreements (SLAs). - Technical Orchestration: Partner with Data Architects and Engineering Leads to guide technical direction and project execution without needing to do the hands-on coding. - Crisis & Incident Leadership: Serve as the escalation lead during major service disruptions. Coordinate cross-functional teams (Product, Engineering, SRE) to restore services quickly and manage client communication. - Delivery Governance: Establish and mature delivery standards, agile frameworks, and operational playbooks to improve team execution. Required Experience & Skills - Highly Technical Environments: Extensive experience managing service delivery or technical programs within sophisticated engineering ecosystems (e.g., large-scale data platforms, distributed systems, or cloud infrastructure). - Delivery Leadership: A proven track record managing high-pressure, revenue-critical enterprise software accounts as a Senior SDM or Technical Program Manager. - Data & Cloud Fluency: Strong conceptual mastery of modern data architectures, cloud infrastructure, and streaming systems (e.g., Kafka) to confidently lead technical reviews with engineers. - Operations & Communication: Deep understanding of incident management and release governance, paired with the ability to explain complex technical concepts clearly to executives. Principal‑Level Expectations - Operates independently, taking full accountability for complex accounts with minimal oversight. - Influences large, cross-functional technical teams through credibility and mentorship rather than formal authority. - Thrives in high-pressure, customer-critical environments where data stability is paramount. - Demonstrates the strategic vision and delivery depth required to quickly step into a Principal role. Why This Role Matters You ensure our largest Data & Analytics environments run flawlessly in production. By connecting business needs with deep technical execution, you directly protect client trust and secure critical enterprise revenue. Work arrangements - Hybrid working mode; 3 chosen days from the office in a week - Flexible working hours: Maintain your work-life balance by adjusting your working hours to your needs Paid time off - Year-End-Break: enjoy additional fully paid days off during the last week of the year - Paid parental leave: Take up to 12 weeks off with pay after birth or adoption of a child. Sabre Global Paid Parental Leave runs concurrently with local leave policies. - Paid volunteer time: take up to 4 days annually to give your time to a charitable organization of your choice Your money - My Benefit platform/Multisport card: enjoy the benefit cafeteria system and use popular sport card - Tax deduction: take the opportunity to claim deductible costs, reducing your income tax - Employee Capital Plans: profit from long-term saving scheme co-financed by Sabre and the State Treasury - Baby Bonus: benefit from one-time allowance on childbirth or adoption - Say Thanks program: collect points on recognition program and transfer them to wide variety of gifts and services Health and wellness - Luxmed medical coverage: take care of yourself and your family with the extensive medical package with a broad range of additional services - Foreign travel insurance: feel safe going abroad with free Allianz insurance offered as part of our Lux Med package - Employee Assistance Program: find help in free, confidential program with a certified counselor - Mindfulness & meditation apps: take care of your mental and physical health - Life insurance: sign up for free, high coverage life insurance program Career development - Professional development: access to e-learning platforms as well as join Sabre live learning sessions - Certification and tuition reimbursement - Our Communities: join one of our team member groups focused on sharing knowledge and best practices (Google Developers Group, Innovation Lab Community, Women in Technology, SOLVE!T and many more) And more - Car and bike parking - Fun & Relax zone in modern office: enjoy electronic tables to work, foosball, ping pong, pool table, swings, massage chairs and terraces to admire a panoramic view of Kraków. We have parents’ rooms as well - No dress code - Innovation Lab: access Augmented Reality & Virtual Reality equipment, Robot construction kit, 3D printers and many more - Attractive Referral Bonus: earn $2500 USD for every hired referral