NTT DATA
Service Delivery Manager (m/w/x)
Vollzeitmit HomeofficeBerufserfahren
Wallisellen, Winterthur
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NTNTT Switzerland SA
Service Delivery Manager (m/w/x)
Vollzeitmit HomeofficeBerufserfahren
Nejo KI-Zusammenfassung
End-to-end service delivery for SCOS operations, monitoring SLA/OLA performance. Strong ITSM principles and executive stakeholder communication required. Hybrid work, 4-week workation option.
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Anforderungen
- Proven experience in Service Delivery Management, Managed Services, or IT Operations leadership
- Strong knowledge of ITSM principles, governance, and service performance
- Experience managing customer relationships, executive stakeholder communication, and service reporting
- Ability to manage complex service environments, risks, and escalations
- Strong leadership, organizational, communication, and presentation skills
- Ability to balance operational priorities with strategic objectives
- ITIL® 4 Strategic Leader or ITIL® 4 Managing Professional
- SIAM Professional
- ISO/IEC 20000 Lead Implementer or Lead Auditor
- PMP (Project Management Professional) or PRINCE2 Practitioner
- Additional Security, Network, Storage, or Compute infrastructure certifications advantageous
- German language proficiency at minimum B2 level mandatory
- Ability to participate in service reviews, governance forums, incident coordination, change discussions, escalation management, and day-to-day communication with German-speaking stakeholders, customer teams, operational contacts, and site personnel
- Must hold Swiss citizenship
Aufgaben
- Own end-to-end service delivery across SCOS operations
- Monitor and manage SLA and OLA performance
- Lead customer communication and service reviews
- Lead governance forums and stakeholder meetings
- Manage service risks and dependencies
- Manage escalations and improvement initiatives
- Oversee service reporting and KPI tracking
- Perform trend analysis and performance reviews
- Act as the primary escalation point for service delivery issues
- Act as the primary escalation point for customer concerns
- Coordinate operational and technical teams
- Coordinate vendor teams for seamless service execution
- Drive continual service improvement
- Ensure alignment with customer expectations
- Ensure alignment with business objectives
- Maintain governance frameworks and documentation
- Maintain delivery management best practices
Berufserfahrung
ca. 1 - 4 Jahre
Ausbildung
Bachelor-AbschlussODER
Master-Abschluss
Sprachen
Deutsch – verhandlungssicher
Tools & Technologien
ITILSIAMISO/IEC 20000PMPPRINCE2
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NT
ITWallisellen
NTT DATA is renowned for technical excellence and leading innovations, committed to diversity and inclusion in the workplace.
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