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

About the role

NTT DATA is looking for an experienced Service Delivery Manager to own end-to-end service delivery across a complex managed infrastructure environment in the Winterthur area. The role ensures operational performance, service quality and customer satisfaction through governance, SLA/OLA management, stakeholder engagement, risk management and delivery assurance. It is a customer-facing delivery lead position.

Key responsibilities

• Own end-to-end service delivery across the full SCOS operations scope.
• Monitor and manage SLA and OLA performance so 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 aligned with customer expectations and business objectives.
• Maintain governance frameworks, documentation and delivery management best practices.

Required profile

• Proven experience in Service Delivery Management, Managed Services or IT Operations leadership roles.
• 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.
• German language proficiency at minimum B2 level is mandatory.
• Swiss citizenship is required; candidates must be based in or regularly available within the Winterthur region.

Required skills

• Strong knowledge of IT Service Management (ITSM) principles, governance and service performance management.
• Preferred: ITIL 4 Strategic Leader and/or ITIL 4 Managing Professional, SIAM Professional, ISO/IEC 20000 Lead Implementer or Lead Auditor, PMP or PRINCE2 Practitioner.
• Advantageous: security, network, storage or compute infrastructure certifications.