ppWe are seeking an experienced bService Delivery Manager /b to own end-to-end service delivery across a complex managed infrastructure environment. The role is responsible for ensuring operational performance, service quality, and customer satisfaction through effective governance, SLA/OLA management, stakeholder engagement, risk management, and delivery assurance. As the primary customer-facing delivery lead, you will ensure service commitments are met, escalations are managed proactively, and service outcomes are communicated clearly and professionally. /ph3Key Responsibilities: /h3ulliOwn end-to-end service delivery across the full SCOS operations scope. /liliMonitor and manage bSLA and OLA performance /b, ensuring contractual commitments are consistently achieved. /liliLead customer communication, service reviews, governance forums, and stakeholder meetings. /liliManage service risks, dependencies, escalations, and improvement initiatives. /liliOversee service reporting, KPI tracking, trend analysis, and performance reviews. /liliAct as the primary escalation point for service delivery issues and customer concerns. /liliCoordinate operational, technical, and vendor teams to ensure seamless service execution. /liliDrive continual service improvement and ensure alignment with customer expectations and business objectives. /liliMaintain governance frameworks, documentation, and delivery management best practices. /li /ulh3Required Qualifications: /h3ulliProven experience in bService Delivery Management /b, Managed Services, or IT Operations leadership roles. /liliStrong knowledge of IT Service Management (ITSM) principles, governance, and service performance management. /liliExperience managing customer relationships, executive stakeholder communication, and service reporting. /liliDemonstrated ability to manage complex service environments, risks, and escalations. /liliStrong leadership, organizational, communication, and presentation skills. /liliAbility to balance operational priorities with strategic customer and business objectives. /li /ulh3Preferred Certifications: /h3ullibSIAM Professional /b /lilibISO/IEC 20000 Lead Implementer /b or bLead Auditor /b /lilibPMP (Project Management Professional) /b or bPRINCE2 Practitioner /b /liliAdditional Security, Network, Storage, or Compute infrastructure certifications are advantageous /li /ulh3Language Requirement: /h3ullibGerman language proficiency at minimum B2 level is mandatory. /b /liliThe role requires the ability to participate in service reviews, governance forums, incident coordination, change-related discussions, escalation management, and day-to-day communication with German-speaking stakeholders, customer teams, operational contacts, and site personnel. /lilibApplicants must hold Swiss citizenship. /b /li /ulh3Location: /h3ulliCandidates should be based in, or regularly available within the Winterthur region to support customer engagement, operational alignment, coordination with onsite and remote-hands teams, and participation in governance, escalation, service review, and stakeholder meetings as required. /li /ul /p #J-18808-Ljbffr
Service Delivery Manager (m/w/d) – Winterthur Area Arbeitgeber: NTT DATA, Inc.
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