Service Delivery Manager (m/w/d) – Winterthur Area

NTT Limited; Wallisellen; Vor Ort; CHF 120.000 - 180.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Service Delivery Management

ITIL

ITSM

Governance

Stakeholder communication

Service reporting

Leadership

Risk management

Jobbeschreibung

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can continue to grow, belong, and thrive. Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Key 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.

Required 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.

Preferred Certifications:

ITIL® 4 Strategic Leader and/or ITIL® 4 Managing Professional SIAM Professional ISO/IEC 20000 Lead Implementer or Lead Auditor PMP (Project Management Professional) or PRINCE2 Practitioner Additional Security, Network, Storage, or Compute infrastructure certifications are advantageous

Language Requirement:

German language proficiency at minimum B2 level is mandatory. The role requires the ability to participate in service reviews, governance forums, incident coordination, change-related discussions, escalation management, and day-to-day communication with German-speaking stakeholders, customer teams, operational contacts, and site personnel.

Citizenship Requirement:

Applicants must hold Swiss citizenship.

Location:

Winterthur area, Switzerland Candidates should be based in, or regularly available within the Winterthur region to support customer engagement, operational alignment, coordination with onsite and remote-hands teams, and participation in governance, escalation, service review, and stakeholder meetings as required.

Workplace type:

Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.