Senior Manager IT Service Delivery

Short Description The IT Service Delivery Manager is responsible for ensuring the reliable, efficient, and high-quality delivery of IT services and operations across the organization, managing a work force of currently 17 persons in 3 teams, for an organization with about 500 employees world-wide. This role combines strategic oversight of service delivery with hands-on management of IT infrastructure, systems, network and support functions. The manager ensures that IT services meet business needs, comply with SLAs, and continuously improve in performance and value. IT Infrastructure & Operations at the AO Foundation contains the operation of around 100 applications, majority running on MS Azure, network services, data archiving and storage. The role will participate in a transformation project that aims to design and build a new service model in IT operations with emphasis on strategic managed work elements, driving standardization and efficiency. The ideal candidate comes as a strategic thinker and effective manager with hands-on technical expertise, capable of balancing service excellence with operational efficiency. The candidate should be comfortable managing teams, processes, and technologies in a dynamic environment. Main Responsibilities Service Delivery Management - As Service Delivery process owner, design, build and manage the delivery of IT services to internal and external stakeholders in alignment with SLAs and KPIs - Conception, design, engineering and implementation of infrastructure projects in the cloud - Design and build with the IT leadership team the IT Target operating model, containing elements like managed word, standardization and automation - Act as the primary point of contact for service-related issues, escalations, and performance reviews - Work closely with IT Security: implement security controls, such as firewalls, security groups, and network access controls, to protect cloud infrastructure and data - Lead service improvement initiatives and ensure customer satisfaction - Design and implement data storage and archiving solution - Design and implement disaster recovery plans for cloud infrastructure services - Strongly align with IT Operations and related activities - Coordinate with vendors and third-party providers for hardware, software, and support services in collaboration with IT Operation and IT Partner Management and procurement Team Leadership & Collaboration - Mentor IT support and operations teams - Keep the skill matrix of the teams updated and make sure that all team members evolve their skills as required - Collaborate with business units to understand requirements and align IT services accordingly - Foster a culture of accountability, continuous improvement, and customer focus. Governance & Compliance - Ensure compliance with IT policies, standards, and regulatory requirements - Collaborate in the IT audits, in the IT risk assessments, and in disaster recovery planning - Maintain documentation for operational procedures and service delivery processes Reporting & Metrics - Monitor and report on service performance, operational health, and improvement initiatives of related vendors and internally - Provide insights and recommendations to senior leadership based on data and trends Main Requirements - Bachelor's degree in Information Technology, Computer Science, or related field - 5-10 years in IT service delivery, operations, or infrastructure management. - 5 years or more experience in leading one or more teams - Certifications (preferred): ITIL Foundation/Expert, PMP, ISO 20000, or similar. - Strong leadership and communication abilities - High impact regarding trust, productivity and service quality as leader, manager and mentor on team leaders and team members within and outside the scope of responsibility - Deep understanding of ITSM frameworks and related best practices in Service Delivery - Proficiency in IT infrastructure, cloud services, and enterprise systems - Experience with tools like ServiceNow, Jira, SCCM, or similar - Having experience with DevSecOps working model - Fluency in English. Fluency in German or any other languages will be considered as an added value - Job location: 3 days per week in Davos AO Headquarters and 2 days per week remote - An interesting and varied job in an exciting and innovative organization - The opportunity to be part of a highly committed international team - Modern infrastructure - High degree of flexibility regarding working hours and location (depending on operational requirements) - Generous pagacke of social benefits, includ j4id9941757a j4it1146a j4iy25a