IT Service Delivery Manager – Network and Security

Intersnack; Düsseldorf; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading snacks manufacturer in Düsseldorf is seeking an IT Service Delivery Manager to oversee IT vendor management and enhance service delivery across networks and security. The role involves liaising with internal and external teams to ensure high-quality service performance and involve continuous improvements within the organization. Candidates should possess extensive IT experience, strong communication skills, and relevant certifications, including ITIL and project management.

Qualifikationen

• Extensive IT background in service management and infrastructure environments.
• Experience in vendor governance and contract oversight.
• Strong understanding of ITIL-based service management.

Aufgaben

• Act as primary contact between IT vendors and internal stakeholders.
• Lead structured vendor performance reviews.
• Monitor SLA fulfilment and document service performance.

Kenntnisse

Service management expertise

Vendor governance

ITIL-based service management

Infrastructure security operations knowledge

Analytical mindset for service improvement

Excellent communication skills

Ausbildung

ITIL Foundation certification

PRINCE2 / PMP certification

Tools

IT service management tools

Cloud technologies (Azure / AWS)

Jobbeschreibung

Overview

We want you to grow with us

We are expanding our IT Infrastructure Services team and are looking for an IT Service Delivery Manager – Network and Security. In this role, you will report directly to the Team Lead IT Infrastructure Services and take responsibility for managing multiple IT vendors that deliver services across the Security and Network Towers. You will ensure the reliable operation of these technologies, contribute to group-wide IT service management practices, and actively help shape our digital journey. At Intersnack, we value continuous learning and foster a collaborative workplace that supports both your personal and professional development.

What we can offer

As our IT Service Delivery Manager, you will oversee multi-vendor service performance by ensuring effective vendor management, performance monitoring and service delivery improvements. You will collaborate with internal teams across various Intersnack locations and work closely with external contractors and third-party service providers, maintaining consistent, high-quality service delivery. A key part of your role will be monitoring infrastructure-related SLAs (e.g., capacity, availability, and performance) to ensure a stable and reliable IT environment. In addition, you will play an important role in capacity planning and driving continuous service improvement to assure scalability and meet our evolving business needs.

Responsibilities

• Act as the primary contact between IT vendors and internal stakeholders, ensuring effective communication and collaboration.
• Lead structured vendor performance reviews, addressing issues promptly and escalating unresolved matters when required.
• Monitor SLA fulfilment and document service performance through accurate, well-maintained Service Review Reports.
• Facilitate regular service review meetings with vendors, project teams and internal stakeholders such as local IT teams and OpCos, offering guidance and fostering partnership as a trusted advisor.
• Ensure that service providers apply technology standards and roadmaps in line with IT governance frameworks and industry best practices.
• Oversee business continuity by maintaining IT service continuity, disaster recovery plans, and the overall business continuity plan.

What we expect of you

• Extensive IT background with demonstrated expertise in service management, infrastructure environments, and end-to-end service delivery.
• Demonstrated experience in vendor governance, covering vendor management, contract oversight, SLA tracking and cost monitoring.
• Strong understanding of ITIL-based service management with experience supporting global IT operations.
• Familiarity with infrastructure security operations and network technologies such as network operations (WAN / SD-WAN / LAN / WLAN), firewalls and VPN, load balancers, segmentation, endpoint / security tooling (e.g., EDR, IDS / IPS, SIEM / SOAR), and security frameworks / standards.
• Proven experience in service capacity planning, disaster recovery, and business continuity planning to ensure resilience and stability of IT services.
• Analytical mindset with a track record of driving service improvement initiatives.
• Excellent communication and stakeholder management skills with a service-oriented approach.
• Relevant certifications such as ITIL Foundation (or higher), PRINCE2 / PMP, or Azure / AWS Cloud are considered an asset.
• Ability to work effectively in a complex, collaborative matrix environment with virtual teams in a multi-cultural and geographically diverse setting, combined with strong problem-solving and troubleshooting skills and mature judgment in challenging situations.
• A strong command of spoken and written English is a must, and knowledge of German is a plus.

Additional information

Please note : Depending on project needs, occasional travel of up to 30% may be required to other key Intersnack locations.

Important : Please note that a valid work and residence permit is required for non-EU applicants for this position.