Hybrid IT Service Delivery Lead

Avaloq; Bioggio; Hybrid; CHF 120,000 - 170,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Avaloq is seeking a Service Delivery Manager in Bioggio to lead regional delivery, define SLAs and KPIs, and guide complex delivery units. You will partner with Service Managers to ensure seamless onboarding, operation, and continuous improvement across client engagements.

You will coordinate with architects and third parties, manage escalations, and support project phases to ensure smooth transitions from build to run, with flex work arrangements and a strong focus on service quality in the

Qualifications

• Demonstrable experience working within collaborative service and operational team structures in technology/finance
• Proven service management experience in infrastructure and IT outsourcing, with SLAs and monitoring
• Good understanding of banking business and its IT dependencies
• Experience managing processes in multi-system, multi-site environments with prioritization
• Stakeholder management across customer and provider levels, with conflict facilitation
• ITIL and/or COBIT5 certification is a plus
• Excellent communication and presentation skills for diverse audiences

Responsibilities

• Monitor service operational metrics and explain variances
• Coordinate service restoration for major incidents and produce reports
• Identify root causes and implement remedial actions to prevent recurrences
• Improve problem management and drive continuous service improvement
• Align with SDMs and stakeholders; communicate changes to clients via Service Managers
• Liaise with Architects and third parties to capture non-functional requirements
• Support service delivery readiness with L2 and monitoring
• Ensure service readiness for early mornings and after maintenance weekends
• Ensure smooth transition between implementation and run
• Support new service set-up and service level definitions
• Assist closure manager for year-end testing simulations
• Be available for on-call shifts including nights/weekends
• Define and review Target Operating Model when needed

Skills

Service management

Stakeholder management

ITIL/COBIT

Banking IT

Process improvement

Education

ITIL Certification

COBIT5 Certification

Job description

Avaloq is seeking a Service Delivery Manager in Bioggio to lead regional delivery, define SLAs and KPIs, and guide complex delivery units. You will partner with Service Managers to ensure seamless onboarding, operation, and continuous improvement across client engagements.

You will coordinate with architects and third parties, manage escalations, and support project phases to ensure smooth transitions from build to run, with flex work arrangements and a strong focus on service quality in the