IT Service Delivery Manager - Demand & Supply

Datwyler; Pune District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Datwyler is seeking an IT Service Delivery Manager to orchestrate demand and change processes across multiple providers from its Pune operations. You will drive capacity transparency, oversee ServiceNow workflows, and ensure reliable delivery against contracts and security requirements.

The role requires 8+ years in IT demand/change/vendor management, strong stakeholder coordination and fluency in English. ITIL 4 certification is advantageous and you will collaborate with global teams.

Qualifications

• 8+ years of experience in IT demand, change, release or vendor management, ideally in a multi-provider environment.
• Experience with ServiceNow modules for Demand, Change, Release and Supplier / Performance Management, including reporting and dashboards.
• Good understanding of ITSM processes and their end‑to‑end integration; ITIL 4 certification is an advantage.
• Structured and quality‑focused way of working with strong coordination, negotiation and stakeholder management skills.
• Fluent in English.

Responsibilities

• Operate the demand process in ServiceNow, from intake and qualification to prioritization and hand‑over.
• Own release and transition planning, including conflict and freeze management and go‑live readiness across providers.
• Ensure change and release processes are implemented and measured in ServiceNow and aligned with architecture and security requirements.
• Manage provider onboarding, SLA and performance reviews and escalations.
• Support the contract lifecycle with Procurement and Service Owners, including renewals and scope and pricing changes.
• Report on supplier performance against agreed service levels.

Skills

Stakeholder management

Contract management

Vendor management

ITSM practices

English fluency

Education

Degree in Information Technology, Business Information Systems, or equivalent

Tools

ServiceNow

Job description

IT Service Delivery Manager - Demand & Supply

Datwyler’s high-tech elastomer components make a vital contribution to the safety, reliability and functionality of critical systems in billions of syringes and coffee capsules, in every second vehicle worldwide, and in energy-related applications. Datwyler serves highly regulated and technologically demanding markets, such as Healthcare, Automotive, Food & Beverage and Industry.
With around 7,500 employees and 25 production sites on four continents, we work closely with customers from concept to series production. Our employees are at the heart of Datwyler. Guided by Mastery, Impact and Respect, we continuously improve, focus on meaningful results and collaborate with trust and openness.

Job Purpose

Manage the flow of demand into IT and the controlled introduction of change into the production environment, and ensure that internal and external service providers deliver reliably against agreed contracts, capacity and quality standards.

Main Tasks & responsibilities

Demand & Capacity Management

• Operate the demand process in ServiceNow, from intake and qualification to prioritization and hand-over.
• Ensure transparency of the demand pipeline and committed capacity; support capacity planning with the infrastructure and application teams.
• Report on demand throughput and capacity commitments and derive improvement actions.

Change & Release Management

• Operate change management: intake, risk and impact assessment, CAB facilitation, authorization, post-implementation review.
• Own release and transition planning, including conflict and freeze management and go‑live readiness across providers.
• Ensure change and release processes are implemented and measured in ServiceNow and aligned with architecture and security requirements.
• Manage provider onboarding, SLA and performance reviews and escalations.
• Support the contract lifecycle with Procurement and Service Owners, including renewals and scope and pricing changes.
• Report on supplier performance against agreed service levels.

Profiles

• Degree in Information Technology, Business Information Systems, Business Administration or equivalent practical experience.
• 8+ years of experience in IT demand, change, release or vendor management, ideally in a multi-provider environment.
• Practical experience in operating change and release management, including CAB facilitation and release planning across internal and external parties.
• Experience in supplier and contract management, including SLA reviews, escalation handling and performance reporting.
• Hands‑on experience with the ServiceNow modules for Demand, Change, Release and Supplier / Performance Management, including reporting and dashboards.
• Good understanding of ITSM processes and their end‑to‑end integration; ITIL 4 certification is an advantage.
• Structured and quality‑focused way of working with strong coordination, negotiation and stakeholder management skills.
• Fluent in English

People make the difference at Datwyler. We offer a wide range of career and development opportunities in an international company where you can contribute your skills, ideas and experience. Together, we create an environment where people can grow and help shape our future.