Service Delivery Manager (English, German)

About the role

D-ploy, an IT and engineering solutions company operating across EMEA and the USA, is looking for a Service Delivery Manager fluent in English and German based in Basel. The role leads customer-facing teams that provide IT support services and oversees day-to-day service delivery.

Key responsibilities

• Manage and lead customer-facing teams providing IT support services with consistent, high-quality performance.
• Oversee daily operations so that service level agreements (SLAs) and operational KPIs are met.
• Develop strategies to improve service efficiency, quality and customer satisfaction.
• Act as main point of contact for service delivery issues, resolving incidents and escalations with customers and internal teams.
• Lead regular service reviews with customers to monitor performance, gather feedback and drive improvements.
• Ensure effective resource management, scheduling and workload distribution across the team.
• Identify opportunities for additional projects and maintain accurate documentation of processes, incidents and problem resolutions.

Required profile

• Proven experience in IT service delivery or IT service management, ideally 10 years.
• Experience managing service delivery in a fast-paced, customer-facing environment and in a global setting.
• Good understanding of IT systems, networks and infrastructure, and strong problem-solving and troubleshooting skills.
• Ability to motivate and manage a team, handle urgent critical issues and work with multiple stakeholders.
• Fluency in German and English; criminal record extract not older than 3 months must be declared.

Required skills

• Strong knowledge of the ITIL framework and IT service management best practices.
• Experience with service management tools such as ServiceNow or BMC is a plus.
• Motivation for working in the regulated pharmaceutical environment.

What we offer

• Broad range of activities, tasks and projects, with flexible working conditions.
• Vouchers (birthday, wedding, newborn) and a referral programme.
• Development opportunities, friendly international environment and company-sponsored events.
• Competitive salary and various benefits.