Service Delivery Manager

Tata Consultancy Services; Vaud; Vor Ort; CHF 150.000 - 190.000; Vollzeit

Zusammenfassung

Tata Consultancy Services is seeking a Service Delivery Manager in Switzerland to own end-to-end delivery and governance of Infrastructure Managed Services. The role drives secure, resilient, SLA-driven operations with a focus on quality, precision, and reliability.

Responsibilities include leading service reviews, tracking SLAs/KPIs, managing major incident escalations, and coordinating onsite and nearshore teams in Spain.

Qualifikationen

• 10+ years of experience in Infrastructure / ERP Managed Services delivery.
• Strong ITIL-based service management experience.
• Experience with ServiceNow, monitoring tools, and enterprise infrastructure.
• Fluency in French (both written and spoken) is required.

Aufgaben

• Own end-to-end service delivery governance and act as single point of accountability.
• Lead service reviews, SLA/KPI tracking, and operational excellence initiatives.
• Manage P1/P2 incident escalations and ensure root cause analysis.
• Ensure smooth service transition, stabilization, and steady-state operations.
• Ensure compliance with Client's security, data privacy, and audit requirements.
• Coordinate onsite and nearshore delivery teams (Spain).
• Drive automation, AIOps, and continuous improvement initiatives.

Kenntnisse

Infrastructure/ERP MSP delivery

ITIL-based service management

Monitoring tools

Enterprise infrastructure

French language

Tools

ServiceNow

Jobbeschreibung

Tata Consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years. TCS offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions. This is delivered through its unique Location Independent Agile delivery model, recognized as a benchmark of excellence in software development.

TCS has been serving customers in Switzerland since 1985. The company’s presence in Switzerland consists of offices in Zurich, Basel and Nyon. TCS Switzerland offers a broad spectrum of IT Services, Consulting and Financial Solutions. TCS has over 600+ consultants working in Switzerland and over 11000 associates supporting Swiss Clients from Offshore.

About this role:

The Service Delivery Manager (SDM) is responsible for end-to-end delivery and governance of Infrastructure Managed Services. The role ensures secure, resilient, SLA-driven operations aligned with client's high standards of quality, precision, and reliability.

Key Responsibilities:

• Own end-to-end service delivery governance and act as single point of accountability.
• Lead service reviews, SLA/KPI tracking, and operational excellence initiatives.
• Manage P1/P2 incident escalations and ensure root cause analysis.
• Ensure smooth service transition, stabilization, and steady-state operations.
• Ensure compliance with Client's security, data privacy, and audit requirements.
• Coordinate onsite and nearshore (Spain) delivery teams.
• Drive automation, AIOps, and continuous improvement initiatives.

Skills & Experience:

• 10+ years of experience in Infrastructure / ERP Managed Services delivery.
• Strong ITIL-based service management experience.
• Experience with ServiceNow, monitoring tools, and enterprise infrastructure.
• Fluency in French (both written and spoken) is required.

Success Measures:

• SLA adherence and service stability
• Zero major incidents post-transition
• Improved end-user experience and customer satisfaction

Does that sound interesting?

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