Global IT Service Delivery Manager - Flexible & Impactful

D-ploy GmbH; Basel; Vor Ort; CHF 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Flexible working conditions

Vouchers (B-day, wedding, new born)

Company events

Professional development

Friendly international environment

Zusammenfassung

D-ploy GmbH in Basel, Switzerland, is seeking an experienced Service Delivery Manager to lead customer-facing IT service teams and oversee end-to-end service delivery. The role focuses on SLAs, KPIs, and continuous improvement in a regulated environment.

The ideal candidate will bring 10+ years in IT service delivery, ITIL expertise, and fluency in German and English to coordinate with international teams and customers. Basel-based role with flexible working conditions.

Qualifikationen

• 10 years experience in IT service delivery.
• Strong ITIL knowledge and implementation experience.
• Experience in fast-paced, customer-facing environments.
• Familiarity with ServiceNow or BMC tooling.
• Fluency in German and English; professional communication in both languages.
• Criminal record extract not older than 3 months.

Aufgaben

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

Kenntnisse

IT service delivery

ITIL knowledge

Team leadership

Stakeholder management

Communication skills

Global IT delivery

Troubleshooting

Urgent issue handling

Cross-functional collaboration

Pharma domain awareness

Tools

ServiceNow

BMC

Jobbeschreibung

D-ploy GmbH in Basel, Switzerland, is seeking an experienced Service Delivery Manager to lead customer-facing IT service teams and oversee end-to-end service delivery. The role focuses on SLAs, KPIs, and continuous improvement in a regulated environment.

The ideal candidate will bring 10+ years in IT service delivery, ITIL expertise, and fluency in German and English to coordinate with international teams and customers. Basel-based role with flexible working conditions.