Proven experience in Service Delivery Management, Managed Services, or IT Operations leadership roles.
Strong knowledge of IT Service Management (ITSM) principles, governance, and se
Own end-to-end service delivery across the full SCOS operations scope.
Monitor and manage SLA and OLA performance, ensuring contractual commitments are achieved.
Lead customer communications, service reviews, governance forums, and stakeholder meetings.

Key requirements

Proven experience in Service Delivery Management, Managed Services, or IT Operations leadership roles.
Strong knowledge of IT Service Management (ITSM) principles, governance, and se
Own end-to-end service delivery across the full SCOS operations scope.
Monitor and manage SLA and OLA performance, ensuring contractual commitments are achieved.
Lead customer communications, service reviews, governance forums, and stakeholder meetings.

Jobs at NTT DATA

3 active roles from this employer in the JobMatcher catalog.

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Jobs at NTT DATA

3 active roles from this employer in the JobMatcher catalog.

All company jobs

About the role

NTT DATA is seeking an experienced Service Delivery Manager to own end-to-end service delivery across a complex managed infrastructure environment in the Winterthur area, Switzerland. This on-site role requires you to ensure operational performance, service quality, and customer satisfaction through governance, SLA/OLA management, stakeholder engagement, risk management, and delivery assurance. As the primary customer-facing delivery lead, you will ensure service commitments are met, manage escalations proactively, and communicate service outcomes clearly and professionally.

Responsibilities

Own end-to-end service delivery across the full SCOS operations scope.
Monitor and manage SLA and OLA performance, ensuring contractual commitments are achieved.
Lead customer communications, 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 and alignment with customer expectations and business objectives.
Maintain governance frameworks, documentation, and delivery management best practices.

Requirements

Proven experience in Service Delivery Management, Managed Services, or IT Operations leadership roles.
Strong knowledge of IT Service Management (ITSM) principles, governance, and se

About the role

NTT DATA is seeking an experienced Service Delivery Manager to own end-to-end service delivery across a complex managed infrastructure environment in the Winterthur area, Switzerland. This on-site role requires you to ensure operational performance, service quality, and customer satisfaction through governance, SLA/OLA management, stakeholder engagement, risk management, and delivery assurance. As the primary customer-facing delivery lead, you will ensure service commitments are met, manage escalations proactively, and communicate service outcomes clearly and professionally.

Responsibilities

Own end-to-end service delivery across the full SCOS operations scope.
Monitor and manage SLA and OLA performance, ensuring contractual commitments are achieved.
Lead customer communications, 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 and alignment with customer expectations and business objectives.
Maintain governance frameworks, documentation, and delivery management best practices.

Requirements

Proven experience in Service Delivery Management, Managed Services, or IT Operations leadership roles.
Strong knowledge of IT Service Management (ITSM) principles, governance, and se

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