Service Delivery Manager (m/w/d) – Winterthur Area

Description

You will lead service delivery across a complex managed infrastructure estate, with a focus on operational performance, service quality and customer satisfaction.

The role covers governance, SLA and OLA management, stakeholder engagement, risk and delivery assurance. You are the main delivery contact for the customer.

The company is a $30+ billion business and technology services provider. It serves 75% of the Fortune Global 100 and has experts in more than 70 countries.

It is one of the leading providers of AI and digital infrastructure, covering enterprise AI, cloud, security, connectivity, data centers and application services. It works with an ecosystem of innovation centers and partners, from established firms to start-ups.

The company is part of the company Group, which invests over $3 billion each year in research and development.

Responsibilities

• Take ownership of service delivery across the full SCOS operations scope, from start to finish.
• Track SLA and OLA results and make sure contract targets are met consistently.
• Run customer communication, service reviews, governance meetings and stakeholder sessions.
• Handle service risks, dependencies, escalations and improvement work.
• Produce service reports, follow KPIs, analyse trends and review performance.
• Be the first point of contact for service delivery problems and customer concerns.
• Coordinate operational, technical and vendor teams so services run smoothly.
• Drive continual service improvement so delivery matches customer expectations and business goals.
• Keep governance frameworks, documentation and delivery management practice up to date.

Requirements

• You have proven experience in service delivery management, managed services or IT operations leadership.
• You have a solid grasp of ITSM principles, governance and service performance management.
• You have managed customer relationships, communicated with executives and produced service reports.
• You have handled complex service environments, including their risks and escalations.
• You are a strong leader with good organizational, communication and presentation skills.
• You can balance day-to-day operational priorities with strategic customer and business objectives.
• German at B2 level minimum is mandatory.
• Swiss citizenship is required.
• You will take part in service reviews, governance forums, incident coordination, change discussions, escalation management and daily communication with German-speaking stakeholders, customer teams, operational contacts and site staff.
• Preferred: ITIL 4 Strategic Leader and/or ITIL 4 Managing Professional.
• Preferred: SIAM Professional.
• Preferred: ISO/IEC 20000 Lead Implementer or Lead Auditor.
• Preferred: PMP or PRINCE2 Practitioner.
• Security, network, storage or compute infrastructure certifications are advantageous.

Conditions

The role is based in the Winterthur area, Switzerland.

You should live in or be regularly available in the Winterthur region to support customers, align with operations, work with onsite and remote-hands teams, and attend governance, escalation, service review and stakeholder meetings as needed.

Our workplace embraces diversity and inclusion.