German-Speaking Service Delivery Lead – Winterthur

NTT DATA, Inc.; Winterthur; Vor Ort; CHF 120.000 - 180.000; Vollzeit

Zusammenfassung

NTT DATA, Inc. seeks an experienced Service Delivery Manager to own end-to-end service delivery across a complex managed infrastructure environment in Switzerland. You’ll ensure operational performance, service quality, and customer satisfaction through governance, SLA/OLA management, and proactive escalations.

The role requires leadership in governance forums, service reporting, and risk management, with strong communication to German-speaking stakeholders. Based in Winterthur region.

Qualifikationen

• Proven experience in Service Delivery Management or IT operations leadership.
• Strong ITSM governance and performance management knowledge.
• Experience in customer relationships, executive reporting.
• Ability to manage complex service environments and escalations.

Aufgaben

• Own end-to-end service delivery across the full SCOS operations scope.
• Monitor SLA and OLA performance, ensuring contractual commitments are met.
• Lead customer communications, service reviews, governance forums, and stakeholder meetings.
• Manage service risks, dependencies, escalations, and improvement initiatives.
• Oversee service reporting, KPI tracking, trend analysis, and performance reviews.
• Act as the primary escalation point for service delivery issues and customer concerns.
• Coordinate operational, technical, and vendor teams to ensure seamless service execution.
• Drive continual service improvement and ensure alignment with customer expectations and business objectives.
• Maintain governance frameworks, documentation, and delivery management best practices.

Kenntnisse

Service Delivery

ITSM

Stakeholder communication

Service reporting

Risk management

Leadership

Governance

Jobbeschreibung

NTT DATA, Inc. seeks an experienced Service Delivery Manager to own end-to-end service delivery across a complex managed infrastructure environment in Switzerland. You’ll ensure operational performance, service quality, and customer satisfaction through governance, SLA/OLA management, and proactive escalations.

The role requires leadership in governance forums, service reporting, and risk management, with strong communication to German-speaking stakeholders. Based in Winterthur region.