Senior service delivery partner for enterprise IT in DACH and Poland

Interim service delivery leadership for complex IT operations. Available on demand, bilingual in German and English, under clear Polish B2B terms.

Request a briefing Company data for procurement

Account status
	Week 1	Week 12
Service levels
Escalations
Client relationship
Contract margin

My job in one line: bring red accounts back to green and keep them there.

20+ years in enterprise IT service delivery at IBM Global Services, Kyndryl, Atos and Primondo Operations in Nuremberg.

Where I help

Service delivery and governance

Stabilise accounts under pressure and build governance that holds.

SLA and KPI design, measurement and executive reporting
Major incident leadership and escalation management
Continual service improvement and vendor management
Contract and billing reviews: unbilled scope, service credits

Operations automation and AI

Take the routine out of operations so teams can work on what matters.

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

Delivery model change and interim leadership

Move from selling people to delivering outcomes.

From staff augmentation to managed services or full service delivery
Target operating model for IT operations
Nearshore transitions between DACH and Poland
Interim service delivery manager or head of IT operations

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, contracts and data, 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

Your language: I negotiate, escalate and report in German, English or Polish.
Direct contract: You contract me directly. No agency margin in between.
Hands-on: I lead the escalation calls and build the workflows myself.
Where you need me: Remote, hybrid or on site in DACH and Poland.

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: marcin.balcerak@mbbs.com.pl

Request a briefing

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

Prefer email?
marcin.balcerak@mbbs.com.pl