Senior IT Service Delivery Manager

NTT DATA, Inc.; Zürich; Vor Ort; CHF 140.000 - 180.000; Vollzeit

Zusammenfassung

NTT DATA in Winterthur, Switzerland seeks an L3 Service Delivery Manager to own end-to-end service delivery across a complex managed infrastructure. You will ensure operational performance, service quality, and customer satisfaction through governance, SLA/OLA management, and proactive escalation handling.

As the primary customer-facing delivery lead, you will coordinate cross-functional teams, drive continual service improvement, and maintain governance and reporting frameworks to meet business

Qualifikationen

• Proven experience in Service Delivery Management, Managed Services, or IT Operations leadership roles.
• Strong knowledge of ITSM principles, governance, and service performance management.
• Experience managing customer relationships, executive stakeholder communication, and service reporting.
• Demonstrated ability to manage complex service environments, risks, and escalations.
• Strong leadership, organizational, communication, and presentation skills.
• Ability to balance operational priorities with strategic customer and business objectives.

Aufgaben

• Own end-to-end service delivery across the full SCOS operations scope.
• Monitor and manage SLA and OLA performance, ensuring contractual commitments are consistently achieved.
• Lead customer communication, 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 Management

ITSM governance

Stakeholder management

Risk & escalation management

Leadership & communication

Strategic prioritization

Jobbeschreibung

NTT DATA in Winterthur, Switzerland seeks an L3 Service Delivery Manager to own end-to-end service delivery across a complex managed infrastructure. You will ensure operational performance, service quality, and customer satisfaction through governance, SLA/OLA management, and proactive escalation handling.

As the primary customer-facing delivery lead, you will coordinate cross-functional teams, drive continual service improvement, and maintain governance and reporting frameworks to meet business