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

NTT
Zurich
Full timeFunction: Program & Project Management (PMO)Skills: ["Leadership","Organizational","Communication","Presentation","Stakeholder management"]

Own end-to-end service delivery across the full SCOS operations scope, acting as the primary customer-facing lead. Monitor SLA/OLA performance, manage risks, escalations, and dependencies, and run governance forums and service reviews. Coordinate operational, technical, and vendor teams to ensure seamless execution, while tracking KPIs, reporting performance trends, and driving continual service improvement aligned to customer expectations and business objectives.

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FursaFursa
NTT
NTT
6 days ago

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

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Own end-to-end service delivery across the full SCOS operations scope, acting as the primary customer-facing lead. Monitor SLA/OLA performance, manage risks, escalations, and dependencies, and run governance forums and service reviews. Coordinate operational, technical, and vendor teams to ensure seamless execution, while tracking KPIs, reporting performance trends, and driving continual service improvement aligned to customer expectations and business objectives.
Location: Zurich
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Own end-to-end service delivery across the full SCOS operations scope.
  • •Monitor and manage SLA and OLA performance to consistently achieve contractual commitments.
  • •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.

Key Requirements

  • •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.
Experience:Managed servicesIT operationsIT service management
Skills:LeadershipOrganizationalCommunicationPresentationStakeholder management
Certifications:ITIL® 4 Strategic LeaderITIL® 4 Managing ProfessionalSIAM ProfessionalISO/IEC 20000 Lead ImplementerLead AuditorPMPPRINCE2 Practitioner
Languages:German

Eligibility

Nationality:Swiss National

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn