L3 Service Delivery Manager (m/w/d) – Winterthur Area

We are seeking an experienced L3 Service Delivery Manager to own end-to-end service delivery across a complex managed infrastructure environment. The role is responsible for ensuring operational performance, service quality, and customer satisfaction through effective governance, SLA/OLA management, stakeholder engagement, risk management, and delivery assurance. As the primary customer-facing delivery lead, you will ensure service commitments are met, escalations are managed proactively, and service outcomes are communicated clearly and professionally.

Key Responsibilities:

• Own end-to-end service delivery across the full SCOS operations scope.
• Monitor and manage SLA and OLA performance, ensuring contractual commitments are consistently achieved.
• Lead customer communication, service reviews, governance forums, and stakeholder meetings.
• Manage service risks, dependencies, escalations, and improvement initiatives.
• Oversee service reporting, KPI tracking, trend analysis, and performance reviews.
• Act as the primary escalation point for service delivery issues and customer concerns.
• Coordinate operational, technical, and vendor teams to ensure seamless service execution.
• Drive continual service improvement and ensure alignment with customer expectations and business objectives.
• Maintain governance frameworks, documentation, and delivery management best practices.

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.

Preferred Certifications:

• ITIL® 4 Strategic Leader and/or ITIL® 4 Managing Professional
• SIAM Professional
• ISO/IEC 20000 Lead Implementer or Lead Auditor
• PMP (Project Management Professional) or PRINCE2 Practitioner
• Additional Security, Network, Storage, or Compute infrastructure certifications are advantageous

Language Requirement:

• German language proficiency at minimum B2 level is mandatory.
• The role requires the ability to participate in service reviews, governance forums, incident coordination, change-related discussions, escalation management, and day-to-day communication with German-speaking stakeholders, customer teams, operational contacts, and site personnel.

Citizenship Requirement:

• Applicants must hold Swiss citizenship.

Location:

• Winterthur area, Switzerland
• Candidates should be based in, or regularly available within the Winterthur region to support customer engagement, operational alignment, coordination with onsite and remote-hands teams, and participation in governance, escalation, service review, and stakeholder meetings as required.