Service Delivery Manager – Zurich

About the role

The Service Delivery Manager will lead end‑to‑end IT service delivery for HCLTech’s clients in Zurich, ensuring that all services meet agreed SLAs, KPIs and contractual commitments. You will act as the single point of ownership for delivery, escalations and continuous improvement, while maintaining high customer satisfaction.

Key responsibilities

• Own and manage day‑to‑day IT service delivery across applications, infrastructure and end‑user services, ensuring compliance with SLAs, quality standards, timelines and budgets.
• Serve as primary contact for customers and internal stakeholders, conduct governance meetings, review SLA performance and communicate risks, issues and improvement plans.
• Act as Incident Commander for critical incidents (P1/P2), coordinate rapid resolution, manage escalations and lead root‑cause analysis.
• Develop and maintain project plans, delivery schedules and execution strategies, reporting status to leadership and customers.
• Lead cross‑functional onsite/offshore teams, drive productivity, training and capability building, and coordinate with Quality, HR, Finance and other internal groups.
• Define, track and report service metrics, KPIs and SLA adherence, producing dashboards and identifying efficiency opportunities.

Required profile

• Fluent in Swiss German and English.
• Proven experience in IT service delivery management, including SLA governance and stakeholder communication.
• Demonstrated ability to lead incident response for high‑severity issues.
• Experience managing cross‑functional and offshore teams.
• Strong analytical skills for performance monitoring and continuous improvement.

Required skills