IT Service Delivery Manager

Big Science Sweden; Genf; Hybrid; CHF 100,000 - 130,000; Full time

Job summary

Big Science Sweden is looking for an experienced Service Delivery Manager to oversee IT service governance and improvement initiatives at CERN. The role involves collaborating with various IT teams to manage service portfolios and create user-facing service catalogues that improve transparency and user experience. Ideal candidates should have substantial expertise in IT service management, focusing on KPI analysis, process governance, and service delivery leadership.

Qualifications

• Experience in IT service management and process governance.
• Strong analytical skills, particularly in KPI analysis.
• Team leadership experience in IT service delivery.

Responsibilities

• Lead ITSM governance and continuous improvement initiatives.
• Manage service portfolio and user-facing service catalogue.
• Collaborate with ServiceNow development teams for optimal service delivery.

Job description

Are you an experienced Service Delivery Manager interested in delivering continuous improvement of IT services used by CERN scientists, engineers and administrative personnel? Then join our team to contribute to one of the most incredible scientific experiments, hosted at the world’s largest particle physics laboratory.

The IT Service Delivery Manager leads ITSM governance and continuous improvement in a collaborative environment where ServiceNow development and consulting teams operate in separate units. This role will retain critical expertise within the IT department, focusing on service portfolio management, process governance, KPI analysis, product ownership for ITSM tools, and the creation of a user-facing service catalogue that enhances transparency and user experience.