Service Delivery Manager (English, German)

D-ploy; Basel; On-site; CHF 120,000 - 180,000; Full time

Benefits offered by this job

Birthday vouchers

Wedding vouchers

Newborn surprise

Referral program

Career development

International team

Company events

Competitive salary

Job summary

D-ploy, an IT and Engineering Solutions company, seeks an accomplished IT service delivery leader in Basel. You will guide customer-facing teams, ensure adherence to SLAs and KPIs, and drive continuous improvements across global delivery environments.

You will collaborate with stakeholders in regulated pharmaceutical contexts, manage incidents, and optimize service delivery processes while fostering an international, high-performance culture.

Qualifications

• Proven experience in IT service delivery or IT service management (ideally 10+ years).
• Strong knowledge of ITIL framework and IT service management best practices.
• Experience managing service delivery in a fast-paced, customer-facing environment.
• Good understanding of IT systems, networks, and infrastructure.
• Strong problem-solving and troubleshooting skills for complex challenges.
• Excellent communication and interpersonal skills for stakeholder collaboration.
• Ability to motivate and manage a team to achieve service delivery goals.
• Experience with service management tools is a plus (e.g., ServiceNow, BMC).
• Understanding of and motivation for working in regulated pharmaceutical environments.
• Ability to prioritize and manage multiple demands across cross-functional teams.
• Proven experience in global IT service delivery or IT service management.
• Ability to communicate effectively with necessary stakeholders and understand business requirements.
• Fluency in German and English.

Responsibilities

• Manage and lead customer-facing IT support teams to ensure high-quality service performance.
• Oversee day-to-day IT service delivery operations, SLAs, and KPIs.
• Develop strategies to improve service efficiency and customer satisfaction.
• Serve as the primary contact for service delivery issues with stakeholders and internal teams.
• Collaborate with other teams to ensure seamless integration of services.
• Lead regular service reviews with customers to monitor performance and feedback.
• Ensure effective resource management, scheduling, and workload distribution.
• Drive continuous service improvements by identifying trends and business needs.
• Identify opportunities to deliver additional projects and improve services.
• Maintain documentation of service delivery processes, incidents, and resolutions.

Skills

IT service management

ITIL knowledge

Team leadership

Stakeholder communication

Problem solving

German & English fluency

Global service delivery

Tools

ServiceNow

BMC

Job description

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer's IT productivity and contribute to the organization's success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

Tasks and Responsibilities

• Manage and lead customer facing teams providing IT support services to ensure consistent and high-quality service performance.
• Oversee day-to-day operations of IT service delivery, ensuring adherence to service level agreements (SLAs) and operational KPIs.
• Develop and implement strategies to improve service efficiency, quality, and customer satisfaction.
• Act as the primary point of contact for service delivery-related issues, working with customer stakeholders and internal teams to resolve incidents and escalations.
• Collaborate with other teams to ensure seamless integration of services and efficient service delivery.
• Lead regular service reviews with customers to monitor performance, gather feedback, and address service improvement opportunities.
• Ensure effective resource management, scheduling, and workload distribution across the service delivery team.
• Drive continuous service improvements by identifying trends and understanding business needs.
• Identify opportunities to deliver additional projects supporting the customer's needs and to develop and improve the services.
• Maintain accurate documentation of service delivery processes, incidents, and problem resolutions.

• Proven experience in IT service delivery or IT service management, ideally 10 years of experience.
• Strong knowledge of ITIL (Information Technology Infrastructure Library) framework and IT service management best practices.
• Experience managing service delivery in a fast-paced, customer-facing environment.
• Good understanding of IT systems, networks, and infrastructure.
• Strong problem-solving and troubleshooting skills with the ability to manage complex technical challenges.
• Good communication and interpersonal skills with the ability to build relationships and collaborate effectively.
• Ability to motivate and manage a team to achieve service delivery goals.
• Experience with service management tools (e.g., ServiceNow, BMC, etc.) is a plus.
• Good understanding of and motivation for working in the regulated pharmaceutical environment
• Strong sense of urgency handling critical issues with possible high business impact and allocating resources accordingly.
• Ability to prioritize and manage multiple demands, projects and cross-functional teams
• Proven experience in global IT service delivery or IT service management
• Ability to involve and communicate effectively with necessary stakeholders, understand business requirements
• Fluency in German and English language
• Candidates have to declare Criminal record extract not older than 3 months

• Broad range of activities, tasks, and projects
• Flexible working conditions
• Vouchers (B-day voucher, wedding, and new born surprise)
• Fishing for Friends program - our referral program
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events
• Competitive salary and various benefits

Is IT in your DNA?