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

NTT DATA, Inc.; Winterthur; Vor Ort; CHF 120.000 - 180.000; Vollzeit

Zusammenfassung

NTT DATA, Inc. seeks an experienced Service Delivery Manager to own end-to-end service delivery across a complex managed infrastructure environment in Switzerland. You’ll ensure operational performance, service quality, and customer satisfaction through governance, SLA/OLA management, and proactive escalations.

The role requires leadership in governance forums, service reporting, and risk management, with strong communication to German-speaking stakeholders. Based in Winterthur region.

Qualifikationen

• Proven experience in Service Delivery Management or IT operations leadership.
• Strong ITSM governance and performance management knowledge.
• Experience in customer relationships, executive reporting.
• Ability to manage complex service environments and escalations.

Aufgaben

• Own end-to-end service delivery across the full SCOS operations scope.
• Monitor SLA and OLA performance, ensuring contractual commitments are met.
• Lead customer communications, 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.

Kenntnisse

Service Delivery

ITSM

Stakeholder communication

Service reporting

Risk management

Leadership

Governance

Jobbeschreibung

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:

• 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.
• Applicants must hold Swiss citizenship.

Location:

• 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.