Are you an experienced Service Delivery Manager interested in delivering continuous improvement of IT services used by CERN scientists, engineers and administrative personnel? Join our team to contribute to one of the most incredible scientific experiments hosted at the world’s largest particle physics laboratory.
Functions
As IT Service Delivery Manager you will be responsible for the entire service delivery lifecycle. The key responsibilities are grouped into the following functional areas:
IT Service Portfolio Management
* Ensure the effective delivery of IT services to clients and users according to SLAs.
* Monitor and report on service performance metrics and manage the full-service delivery lifecycle from planning through execution and review.
Service Level Management
* Define, negotiate and manage SLAs and OLAs to guarantee compliance.
* Regularly review service performance with clients and internal stakeholders to maintain alignment and quality.
Incident and Problem Management
* Oversee the incident management process to ensure timely resolution of issues.
* Coordinate problem management activities to identify root causes and support their resolution while ensuring proper communication and documentation.
Change Management
* Manage the change process to ensure all changes are planned, assessed, approved and implemented with minimal disruption.
* Coordinate with stakeholders to evaluate impacts and maintain accurate documentation and communication.
* Identify and implement opportunities for improving service delivery processes.
* Conduct regular service reviews and promote a culture of continuous improvement within the teams.
Continual Service Improvement
* Identify and implement opportunities for improving service delivery processes.
* Conduct regular service reviews and promote a culture of continuous improvement within the teams.
User-Facing Service Catalog
* Establish and maintain a comprehensive service catalog that clearly communicates available IT services to end users.
* Ensure the catalog remains accurate, user‑friendly and aligned with business needs.
Qualifications
* Master’s degree or equivalent relevant experience in the field of Computer Science or a related field.
* ITIL Certification or equivalent.
Experience
* Establishing Service Delivery Management in large organisations.
* Strong knowledge of ITIL framework (ITIL v4 certification preferred).
* Experience with ServiceNow or similar ITSM platforms.
* Project management.
* Change management.
* Service management.
* Process analysis definition and improvement.
* Solving problems: identifying, defining and assessing problems and taking action to address them.
* Achieving results: delivering high‑quality work on time and fulfilling expectations.
* Communicating effectively: ensuring that information procedures and decisions are appropriately documented.
* Building relationships: showing a sincere interest in the concerns and perspectives of others.
* Spoken and written English with a commitment to learn French.
Additional Information
Eligibility and closing date: applications should normally reach us no later than 07.01.2026
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