Overview
In Eviden, a Service Delivery Manager owns end-to-end IT service delivery across Release Management, Development Testing, and Level 2 Service Desk. You are the primary operational contact, ensuring SLAs, KPIs, and contractual commitments are met while maintaining strong client relationships. You monitor performance, lead governance discussions, and drive continuous service improvement. You coordinate cross-functional teams and suppliers to uphold service quality and manage incidents, changes, and transitions. This role offers autonomy, exposure to complex operations, and a direct impact on customer success.
Leistungen / Benefits
- flexible and hybrid working arrangements
- professional development through training and certifications
- career growth opportunities
- high autonomy and visibility on customer success
- collaboration with international teams
- inclusive and collaborative culture
Verantwortungsbereiche
- Oversee end-to-end service delivery within Release Management, Development Testing, and Level 2 Service Desk
- Ensure services meet SLAs, KPIs, contracts, and customer expectations
- Act as primary operational contact for customers and nurture trusted relationships
- Monitor, analyze, and report service performance; prepare dashboards and management presentations
- Lead service reviews, governance forums, and stakeholder meetings
- Identify and manage operational risks, issues, escalations, and major incidents
- Coordinate cross-functional teams, suppliers, and service providers
- Execute ITIL-aligned Incident, Problem, Change, Release, and Service Request Management
- Support major incident handling and post-incident reviews
- Support service transition activities and readiness for new/changed services
- Monitor supplier performance and maintain partner relationships
- Drive CSI initiatives to improve performance and customer satisfaction
- Maintain operational documentation and knowledge bases
Zentrale Anforderungen
- Proven experience as a Service Delivery Manager or similar IT operations role
- Extensive experience with IT services, governance, SLAs, KPIs, and contracts
- Ability to manage operational delivery and coordinate cross-functional technical teams
- Experience in Incident, Problem, Change, Release, and Major Incident Management
- Strong experience with service reporting, performance management, and data-driven decisions
- Experience in identifying and mitigating operational risks and escalations
- Track record of driving service improvement and operational excellence
- Independent, ownership-driven, and capable of driving actions to completion
- Excellent communication, stakeholder management, and organizational skills
- Understanding of infrastructure, cloud, workplace, and managed services environments
- Experience in multi-vendor/multi-supplier environments is an advantage
- ITIL Foundation certification or equivalent service management experience preferred
- Familiarity with ITIL 4 and modern service management principles desirable
- Very good German and good English language skills
- Excellent communication and stakeholder management
- Strong customer focus and relationship-building
- Planning, organizational, and reporting abilities
- ITIL principles and IT Service Management processes
- Incident, Problem, Change, Release, Service Request, and Service Level Management
- SLA monitoring, service governance, and management reporting
SERVICE DELIVERY MANAGER in Zürich Arbeitgeber: Atos
Atos ist ein hervorragender Arbeitgeber, der seinen Mitarbeitenden nicht nur ein flexibles Arbeitsumfeld mit 30 Tagen Urlaub und der Möglichkeit zum mobilen Arbeiten bietet, sondern auch eine Kultur der Zusammenarbeit und Innovation fördert. Durch vielfältige Lernmöglichkeiten und individuelle Weiterentwicklung unterstützt Atos seine Mitarbeitenden dabei, ihre Karriereziele zu erreichen und in einem dynamischen, internationalen Team zu wachsen. Zudem legt das Unternehmen großen Wert auf Diversität und Inklusion, was zu einem respektvollen und unterstützenden Arbeitsklima beiträgt.
