24/7 ATC Service Delivery Lead (Remote)

ADB SAFEGATE; Graz; Hybrid; EUR 40.000 - 48.000; Vollzeit

Benefits dieser Stelle

Flexible working hours

Potential for homeworking

Tax-free food subsidy

Public transport subsidy

Free parking

Fitness centre access

Company and team events

Zusammenfassung

ADB SAFEGATE in Graz, Austria seeks a Service Delivery Manager to own end-to-end delivery of safety-critical software/services. You will govern SLAs, coordinate incidents and changes, and drive continual improvement while interfacing with customers, delivery teams and third parties in a high-stakes aviation context.

The role requires 5+ years in ITSM, strong ITIL proficiency, budgeting capability, fluent English and German, and a hybrid work setup with potential homeworking.

Qualifikationen

• 5+ years in IT Service Management / Service Delivery in mission- or safety-critical environments
• Strong knowledge of ITIL practices incl. SLAs, incidents, problems, changes and continual improvement
• Experience with service governance, stakeholder management, and executive-level reporting
• Proficient in service financial management: budgeting, forecasting and cost control
• Experience coordinating cross-functional teams and third-party suppliers
• Proficient with ITSM tools (ServiceNow, Jira Service Management, BMC)
• Excellent communication, negotiation and escalation skills; calm under pressure
• Fluent English and German (spoken and written)

Aufgaben

• Own end-to-end service delivery for safety-critical software/services
• Define and manage SLAs/OLAs/UCs, KPIs, reporting cadence
• Lead governance with customers and internal teams: reviews, reporting, action tracking
• Coordinate incident and major incident management; drive post-incident reviews
• Drive problem management to reduce recurring incidents and improve stability
• Oversee change enablement: risk/impact, authorization, planning and implementation
• Manage service financials: budgeting, forecasting, cost control
• Maintain CSI backlogs and track realized benefits
• Manage supplier/vendor performance and third-party coordination
• Maintain service documentation and runbooks
• Support pre-sales and transitions: design, quotations, change requests
• Ensure continuous improvements and compliance

Kenntnisse

IT Service Mgmt

ITIL practices

Stakeholder mgmt

Budgeting & forecasting

Cross-functional leadership

ITSM tools

Communication skills

English & German

Ausbildung

IT/Engineering/Business degree

Tools

ServiceNow

Jira Service Management

BMC

Jobbeschreibung

ADB SAFEGATE in Graz, Austria seeks a Service Delivery Manager to own end-to-end delivery of safety-critical software/services. You will govern SLAs, coordinate incidents and changes, and drive continual improvement while interfacing with customers, delivery teams and third parties in a high-stakes aviation context.

The role requires 5+ years in ITSM, strong ITIL proficiency, budgeting capability, fluent English and German, and a hybrid work setup with potential homeworking.