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

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

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

We are seeking an experienced Service Delivery Manager to own end-to-end service delivery across a complex managed infrastructure environment. The role is responsible for ensuring operational performance, service quality, and customer satisfaction through effective governance, SLA/OLA management, stakeholder engagement, risk management, and delivery assurance. As the primary customer‑facing delivery lead, you will ensure service commitments are met, escalations are managed proactively, and service outcomes are communicated clearly and professionally.

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:

About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise‑scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start‑up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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. Join our growing global team and accelerate your career with us.