Global IT Service Delivery Leader

D-ploy; Basel; On-site; CHF 120,000 - 180,000; Full time

Benefits offered by this job

Birthday vouchers

Wedding vouchers

Newborn surprise

Referral program

Career development

International team

Company events

Competitive salary

Job summary

D-ploy, an IT and Engineering Solutions company, seeks an accomplished IT service delivery leader in Basel. You will guide customer-facing teams, ensure adherence to SLAs and KPIs, and drive continuous improvements across global delivery environments.

You will collaborate with stakeholders in regulated pharmaceutical contexts, manage incidents, and optimize service delivery processes while fostering an international, high-performance culture.

Qualifications

• Proven experience in IT service delivery or IT service management (ideally 10+ years).
• Strong knowledge of ITIL framework and IT service management best practices.
• Experience managing service delivery in a fast-paced, customer-facing environment.
• Good understanding of IT systems, networks, and infrastructure.
• Strong problem-solving and troubleshooting skills for complex challenges.
• Excellent communication and interpersonal skills for stakeholder collaboration.
• Ability to motivate and manage a team to achieve service delivery goals.
• Experience with service management tools is a plus (e.g., ServiceNow, BMC).
• Understanding of and motivation for working in regulated pharmaceutical environments.
• Ability to prioritize and manage multiple demands across cross-functional teams.
• Proven experience in global IT service delivery or IT service management.
• Ability to communicate effectively with necessary stakeholders and understand business requirements.
• Fluency in German and English.

Responsibilities

• Manage and lead customer-facing IT support teams to ensure high-quality service performance.
• Oversee day-to-day IT service delivery operations, SLAs, and KPIs.
• Develop strategies to improve service efficiency and customer satisfaction.
• Serve as the primary contact for service delivery issues with stakeholders and internal teams.
• Collaborate with other teams to ensure seamless integration of services.
• Lead regular service reviews with customers to monitor performance and feedback.
• Ensure effective resource management, scheduling, and workload distribution.
• Drive continuous service improvements by identifying trends and business needs.
• Identify opportunities to deliver additional projects and improve services.
• Maintain documentation of service delivery processes, incidents, and resolutions.

Skills

IT service management

ITIL knowledge

Team leadership

Stakeholder communication

Problem solving

German & English fluency

Global service delivery

Tools

ServiceNow

BMC

Job description

D-ploy, an IT and Engineering Solutions company, seeks an accomplished IT service delivery leader in Basel. You will guide customer-facing teams, ensure adherence to SLAs and KPIs, and drive continuous improvements across global delivery environments.

You will collaborate with stakeholders in regulated pharmaceutical contexts, manage incidents, and optimize service delivery processes while fostering an international, high-performance culture.