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