Service Delivery Manager (FR)
Job Title: Service Delivery ManagerLocation: Bern, with home office flexibilitySalary: CHF 95,000 – 110,000Languages: Fluent in French and English, or German and English
About the Role
We are looking for a Service Delivery Manager to ensure the smooth operation of client services and maintain high levels of customer satisfaction in line with business and contractual objectives. The role involves continuously identifying, evaluating, and implementing measures to increase customer loyalty. The Service Delivery Manager works closely with the sales team, coordinating activities, generating leads, and aligning on shared goals. The position reports to the Head of Customer Services.
Key Responsibilities
Ensure customer satisfaction through regular service reviews
Manage contract changes and negotiate with clients and vendors (claims, change management, incident management)
Oversee contract management and identify potential gaps
Identify new opportunities to support the sales team
Manage service transition projects (handover from project to operations)
Oversee SLAs and/or outsourcing contracts with international service components
Contribute to the development of service agreements
Monitor events affecting service contracts throughout their lifecycle
Analyze performance indicators and propose actionable plans
Define, track, and report on procedures
Proactively manage and resolve escalated customer issues
Ensure operational teams (and potentially subcontractors) understand client priorities and needs
Provide day-to-day client support and consultation
Build and maintain strong, long-term client relationships through clear and concise communication
Motivate, inspire, and mentor project team members to deliver outstanding services
Requirements
Strong understanding of customer business processes
Knowledge of IT service management (ITIL)
Technical and/or business education, or relevant professional experience
Experience in IT, networking, and project management
Leadership and conflict management skills
Excellent interpersonal skills
Confident and clear communication
Expertise in process and service analysis
High standards of accuracy
Ability to keep overarching business goals in mind
Lean and problem-solving mindset with a customer-first attitude
Comfortable presenting to executive-level audiences
Ability to influence others without direct authority
Commercial awareness in decision-making
Willingness to travel if required
Fluency in French and English, or German and English
What We Offer
Flexible home office options
Cloud-focused work environment
International team
Engagement with enterprise clients
Opportunity to work in a collaborative, high-performing environment
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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