Head of Service Delivery

We are seeking a Head of Service Delivery for an established IT solutions provider based in any location with in Switzerland

You will be responsible for coordinating the operating teams and for adhering to the SLAs. You will act as an interface to other specialist teams with regard to resource and service inquiries. Lastly be the contact person in day-to-day operations with regard to open Incidents, requests, problems and changes.

Salary is circa 150k CH and can be remote with some travel to the offices.

Your area of ​​responsibility

• Ensure operation. Analyse and solve operational issues and tasks. Monitoring of business-critical systems
• Contact person in day-to-day operations for open incidents, requests, problems and changes - steering the appropriate specialist teams
• Collaboration in the end-to-end process automation
• Controlling the specialists deployed in the Service Delivery Team (SDT)
• Help with the coordination of major incidents and customer escalations
• Appropriate and proactive communication with customers, employees and partners
• Evaluation of key figures and identification of trends
• Support in monitoring, event, problem and change management
• Support in the preparation of offers for projects as well as operating manuals and operating concepts
• Control of the topicality of the supplier contracts (e.g. licenses, ext. DL)
• Team Management
• Operating manuals and operating concepts

Key Skills and Experience Required

• Management experience from the team level or Department
• Knowledge of the BORS market
• ITIL V3 or higher desired
• Very good knowledge of German/English
• Knowledge of French is desirable