Service Delivery Manager (m/w/d) – Winterthur Area
Core
Own end-to-end service delivery for complex managed infrastructure environments, ensuring operational performance, SLA/OLA compliance, and customer satisfaction.
Role type
Senior Service Delivery Manager (Managed Services)
Builds
Managed infrastructure services for enterprise clients
Domain
IT Managed Services / Infrastructure Operations
Required skills
Service Delivery Management, ITSM principles, stakeholder management, risk management, escalation handling, governance frameworks, vendor coordination, KPI tracking
Preferred skills
ITIL 4 Strategic Leader, ITIL 4 Managing Professional, SIAM Professional, ISO/IEC 20000 Lead Implementer/Auditor, PMP, PRINCE2 Practitioner
Technologies
ITSM tools, governance platforms, reporting dashboards
Responsibilities
Monitor and manage SLA/OLA performance, lead customer communication and governance forums, manage service risks and escalations, oversee service reporting and KPI tracking, coordinate operational and vendor teams, drive continual service improvement
Seniority
Senior, hands-on IC
