Service Delivery Manager Job

SERVICE DELIVERY MANAGER
Publication Date: Aug 14, 2026
Ref. No: 550075
Location:
Zurich, CH
About the Role
We are seeking an experienced and customer-focused Service Delivery Manager to take ownership of a critical service portfolio and ensure the successful delivery of high-quality IT services. In this role, you will act as the primary point of contact for customers, overseeing service performance, maintaining strong client relationships, and ensuring all contractual service commitments and SLAs are met.
This position requires a proactive and autonomous professional who can effectively manage service operations, coordinate cross-functional teams, and drive continuous service improvement.
Key Responsibilities - Own and oversee the end-to-end delivery of services within Release Management, Development Testing, and Level 2 Service Desk operations. - Ensure services are delivered in accordance with agreed SLAs, KPIs, contractual commitments, operational procedures, and customer expectations. - Act as the primary operational point of contact for customers and build strong, trusted relationships. - Monitor, analyze, and report on service performance, preparing dashboards, service reports, and management presentations. - Lead service review meetings, governance forums, and operational discussions with customers and internal stakeholders. - Identify, assess, and proactively manage operational risks, service issues, customer escalations, and major incidents. - Coordinate cross-functional teams, suppliers, and service providers to ensure consistent service quality and operational excellence. - Ensure effective execution of Incident, Problem, Change, Release, and Service Request Management processes in line with ITIL best practices. - Support major incident management, including communication, escalation handling, and post-incident reviews. - Support service transition activities and ensure operational readiness for new or chan...