Senior IT Service Delivery Manager - ITSM & SIAM

NTT Limited; Wallisellen; On-site; CHF 120,000 - 180,000; Full time

Job summary

NTT DATA in the Winterthur region, Switzerland, seeks a Service Delivery Manager to own end-to-end delivery across SCOS operations, coordinating with onsite and remote teams and driving continual service improvement.

You will lead governance forums, KPI reporting, and executive reviews, while managing risks and escalations. German language proficiency (B2) and Swiss citizenship are mandatory, with base in the Winterthur area to support local customer engagement.

Qualifications

• Proven experience in Service Delivery Management, Managed Services, or IT Operations leadership roles.
• Strong knowledge of IT Service Management (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.
• ITIL 4 Strategic Leader and/or ITIL 4 Managing Professional SIAM Professional ISO/IEC 20000 Lead Implementer or Lead Auditor PMP or PRINCE2 Practitioner.
• Swiss citizenship is required; German language proficiency (B2) is mandatory.
• Citizenship requirement: Swiss citizenship.

Responsibilities

• Own end-to-end service delivery across the full SCOS operations scope.
• Monitor and manage SLA and OLA performance, ensuring contractual commitments are met.
• 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.

Skills

Service Delivery Management

ITIL

ITSM

Governance

Stakeholder communication

Service reporting

Leadership

Risk management

Job description

NTT DATA in the Winterthur region, Switzerland, seeks a Service Delivery Manager to own end-to-end delivery across SCOS operations, coordinating with onsite and remote teams and driving continual service improvement.

You will lead governance forums, KPI reporting, and executive reviews, while managing risks and escalations. German language proficiency (B2) and Swiss citizenship are mandatory, with base in the Winterthur area to support local customer engagement.