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 workforce 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
Benefits
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, including supplementary vacation days and pension scheme contributions
Internal skills training opportunities and support for continued education
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