Service Delivery Manager (English, German)

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

Benefits offered by this job

Flexible working conditions

Vouchers (B-day, wedding, new born)

Company events

Professional development

Friendly international environment

Job summary

D-ploy GmbH in Basel, Switzerland, is seeking an experienced Service Delivery Manager to lead customer-facing IT service teams and oversee end-to-end service delivery. The role focuses on SLAs, KPIs, and continuous improvement in a regulated environment.

The ideal candidate will bring 10+ years in IT service delivery, ITIL expertise, and fluency in German and English to coordinate with international teams and customers. Basel-based role with flexible working conditions.

Qualifications

• 10 years experience in IT service delivery.
• Strong ITIL knowledge and implementation experience.
• Experience in fast-paced, customer-facing environments.
• Familiarity with ServiceNow or BMC tooling.
• Fluency in German and English; professional communication in both languages.
• Criminal record extract not older than 3 months.

Responsibilities

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

Skills

IT service delivery

ITIL knowledge

Team leadership

Stakeholder management

Communication skills

Global IT delivery

Troubleshooting

Urgent issue handling

Cross-functional collaboration

Pharma domain awareness

Tools

ServiceNow

BMC

Job description

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.

Requirements

• 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

Benefits

• 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?