Service Delivery Lead - ITSM & Governance Excellence

NTT Ltd.; Wallisellen; On-site; CHF 140,000 - 190,000; Full time

Job summary

NTT DATA in Winterthur, Switzerland seeks a Service Delivery Manager to own end-to-end service delivery across a complex managed infrastructure. You will ensure operational performance, governance, and customer satisfaction through proactive escalations and clear communication with German-speaking stakeholders.

The role requires ITIL/ITSM governance expertise, risk management, and a proven ability to lead cross-functional teams, drive improvements, and report on KPIs while balancing business

Qualifications

• Proven experience in Service Delivery Management, Managed Services, or IT Operations leadership roles.
• Strong knowledge of IT Service Management 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.

Responsibilities

• 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.

Skills

Service Delivery

Managed Services

IT Operations

ITSM

Governance

Performance Management

Customer Relationships

Stakeholder Communication

Service Reporting

Risk Management

Delivery Assurance

Leadership

Organizational Skills

Communication

Presentations

Strategic Thinking

Priorities Balancing

Job description

NTT DATA in Winterthur, Switzerland seeks a Service Delivery Manager to own end-to-end service delivery across a complex managed infrastructure. You will ensure operational performance, governance, and customer satisfaction through proactive escalations and clear communication with German-speaking stakeholders.

The role requires ITIL/ITSM governance expertise, risk management, and a proven ability to lead cross-functional teams, drive improvements, and report on KPIs while balancing business