L3 Service Delivery Manager (m/w/d) – Winterthur Area
$62,400–$62,400 year
On-siteWallisellen, Zurich, Switzerland
Job Summary
Own end-to-end service delivery across the full SCOS operations scope, monitoring SLA and OLA performance to ensure contractual commitments are consistently achieved. Lead customer communication, service reviews, governance forums, and stakeholder meetings while managing service risks, dependencies, and escalations. Act as the primary escalation point for service delivery issues, coordinating operational, technical, and vendor teams to ensure seamless service execution. Drive continual service improvement and maintain governance frameworks, documentation, and delivery management best practices. This role requires German language proficiency at minimum B2 level and Swiss citizenship. Based in the Winterthur area, Switzerland.
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
- German language proficiency at minimum B2 level
- Swiss citizenship
- Candidates should be based in, or regularly available within the Winterthur region
Desired Qualifications
- ITIL® 4 Strategic Leader
- ITIL® 4 Managing Professional SIAM Professional
- ISO/IEC 20000 Lead Implementer
- ISO/IEC 20000 Lead Auditor
- PMP (Project Management Professional)
- PRINCE2 Practitioner
- Additional Security, Network, Storage, or Compute infrastructure certifications
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