SERVICE DELIVERY MANAGER (Zurich, CH)

Atos
Zurich
Workplace: HybridFull timeFunction: Program & Project Management (PMO)Skills: ["Communication","Stakeholder management","Organizational skills","Problem-solving","Customer focus"]

Own end-to-end delivery of IT services across Release Management, Development Testing, and Level 2 Service Desk. Serve as the primary operational contact for customers, ensuring SLAs, KPIs, and contractual commitments are consistently met. Monitor and report on service performance, lead governance and service review meetings, manage incidents/major incidents, and proactively handle risks and escalations. Drive continuous service improvement using ITIL-aligned processes and support supplier performance management.

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Atos
Atos
2 days ago

SERVICE DELIVERY MANAGER (Zurich, CH)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Own end-to-end delivery of IT services across Release Management, Development Testing, and Level 2 Service Desk. Serve as the primary operational contact for customers, ensuring SLAs, KPIs, and contractual commitments are consistently met. Monitor and report on service performance, lead governance and service review meetings, manage incidents/major incidents, and proactively handle risks and escalations. Drive continuous service improvement using ITIL-aligned processes and support supplier performance management.
Location: Zurich
Workplace: Hybrid
Employment Type: Full time
Job Function: Program & Project Management (PMO)

Key Responsibilities

  • •Own and oversee end-to-end IT service delivery across release management, development testing, and Level 2 service desk operations.
  • •Ensure services are delivered to SLAs, KPIs, contractual commitments, operational procedures, and customer expectations.
  • •Act as the primary operational point of contact for customers and maintain trusted client relationships.
  • •Monitor, analyze, and report service performance using dashboards, service reports, and management presentations.
  • •Drive continuous service improvement and manage operational risks, service issues, escalations, and major incidents in line with ITIL best practices.

Pay and Benefits

Perks:Learning Budget

Key Requirements

  • •Proven experience as a Service Delivery Manager, IT Service Manager, or similar customer-facing IT operations role.
  • •Extensive experience delivering IT services with service governance, SLAs, KPIs, and contractual commitments.
  • •Hands-on experience managing Incident, Problem, Change, Release, and Major Incident processes in complex IT environments.
  • •Strong service reporting and performance management using data-driven decision-making.
  • •Good understanding of infrastructure, cloud, workplace, and managed services environments, with ITIL experience (ITIL Foundation preferred).
Experience:IT servicesITILManaged servicesMulti-vendor
Skills:CommunicationStakeholder managementOrganizational skillsProblem-solvingCustomer focus
Certifications:ITIL Foundation
Languages:GermanEnglish
Tech Stack:ITILITIL 4ServiceNowRemedy

Company Brief

Atos
Global digital services and consulting firm delivering cloud, cybersecurity, big data, digital workplace, and managed services to enterprise and public sector clients. Provides IT transformation, systems integration, and outsourcing solutions worldwide.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Bezons, France
Founded: 1997
WebsiteLinkedIn