Service Delivery Manager (FR)

Service Delivery Manager (FR)

Job Title: Service Delivery Manager
Location: Bern, with home office flexibility
Salary: CHF 95,000 – 110,000
Languages: Fluent in French and English, or German and English

About the Role

We are looking for a Service Delivery Manager to ensure the smooth operation of client services and maintain high levels of customer satisfaction in line with business and contractual objectives. The role involves continuously identifying, evaluating, and implementing measures to increase customer loyalty. The Service Delivery Manager works closely with the sales team, coordinating activities, generating leads, and aligning on shared goals. The position reports to the Head of Customer Services.

Key Responsibilities

• Ensure customer satisfaction through regular service reviews
• Manage contract changes and negotiate with clients and vendors (claims, change management, incident management)
• Oversee contract management and identify potential gaps
• Identify new opportunities to support the sales team
• Manage service transition projects (handover from project to operations)
• Oversee SLAs and/or outsourcing contracts with international service components
• Contribute to the development of service agreements
• Monitor events affecting service contracts throughout their lifecycle
• Analyze performance indicators and propose actionable plans
• Define, track, and report on procedures
• Proactively manage and resolve escalated customer issues
• Ensure operational teams (and potentially subcontractors) understand client priorities and needs
• Provide day-to-day client support and consultation
• Build and maintain strong, long-term client relationships through clear and concise communication
• Motivate, inspire, and mentor project team members to deliver outstanding services

Requirements

• Strong understanding of customer business processes
• Knowledge of IT service management (ITIL)
• Technical and/or business education, or relevant professional experience
• Experience in IT, networking, and project management
• Leadership and conflict management skills
• Excellent interpersonal skills
• Confident and clear communication
• Expertise in process and service analysis
• High standards of accuracy
• Ability to keep overarching business goals in mind
• Lean and problem-solving mindset with a customer-first attitude
• Comfortable presenting to executive-level audiences
• Ability to influence others without direct authority
• Commercial awareness in decision-making
• Willingness to travel if required
• Fluency in French and English, or German and English

What We Offer

• Flexible home office options
• Cloud-focused work environment
• International team
• Engagement with enterprise clients
• Opportunity to work in a collaborative, high-performing environment

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting