Service Delivery and Operations Manager

Vor 5 Tagen

Reinach AG, Aargau, Schweiz Arcondis Vollzeit

We are seeking a highly skilled and motivated Service Delivery Manager to oversee the delivery of technical support services, specifically managing the 2nd Level Application Support Team. This role is pivotal in ensuring that service commitments are met, client relationships are maintained, and continuous improvements are driven across all areas of service delivery.

Key Responsibilities
  • Manage the scheduling and operations of the 2nd Level Application Support Team, ensuring comprehensive coverage and resolution of issues in line with contractual service agreements.
  • Oversee service delivery to clients, ensuring that all services are provided in a timely, efficient, and high-quality manner.
  • Provide leadership and guidance to the 2nd Level Application Support Team, ensuring that they meet all service obligations.
  • Mentor and develop the service delivery team, fostering a culture of excellence and continuous improvement.
  • Act as the primary point of contact for clients on a day-to-day basis, managing relationships to ensure high levels of customer satisfaction.
  • Collaborate with cross-functional teams to address client needs and resolve issues promptly.
  • Oversee the incident management and service request process, ensuring that issues are addressed quickly and effectively by the 2nd Level Application Support Team.
  • Oversee problem management activities to identify and resolve root causes of recurring incidents.
  • Manage operational change processes and ensure that all changes are implemented with minimal disruption to services.
  • Oversee system administration, validation, and configuration management to maintain system integrity and performance.
  • Manage knowledge management processes to ensure that technical and procedural information is effectively captured and shared within the 2nd Level Application Support Team.
  • Oversee service asset and configuration management to ensure accurate tracking and management of service assets.
  • Monitor and analyze service delivery metrics, producing regular reports on performance, trends, and areas for improvement.
  • Drive continuous improvement initiatives to enhance service delivery processes and client satisfaction.
Requirements
  • Bachelor's or master's degree in computer science, informatics, or a related field.
  • 2-5 years of experience in a Service Delivery Management role, preferably within a technical support or IT services environment.
  • Possess a strong understanding of ITIL principles, with at least an ITIL 4 Foundation certificate.
  • Strong leadership and team management skills, with the ability to mentor and develop a high-performing team.
  • Superior verbal and written communication skills with an emphasis on multicultural sensitivity.
  • Critical thinking and analysis skills with respect to varying customer and business processes and requirements.
  • Excellent client relationship management skills, with a focus on delivering exceptional customer service.
  • Strong understanding of IT operations, system administration, validation, and configuration management.
  • Ability to monitor and analyze service metrics, with a track record of driving continuous improvement initiatives.

We are owned by a charitable Foundation; our key differentiator is that we contribute to social causes every year. This ethos is not just a part of our identity; it's our way of life. Our motto, We make healthcare better, reflects the unwavering commitment we have to improving the lives of people through the work we do.

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