Short DescriptionThe 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 ResponsibilitiesService Delivery ManagementAs Service Delivery process owner, design, build and manage the delivery of IT services to internal and external stakeholders in alignment with SLAs and KPIsConception, 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 automationAct as the primary point of contact for service-related issues, escalations, and performance reviewsWork closely with IT Security: implement security controls, such as firewalls, security groups, and network access controls, to protect cloud infrastructure and dataLead service improvement initiatives and ensure customer satisfactionDesign and implement data storage and archiving solutionDesign and implement disaster recovery plans for cloud infrastructure services Strongly align with IT Operations and related activitiesCoordinate 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 & CollaborationMentor IT support and operations teamsKeep the skill matrix of the teams updated and make sure that all team members evolve their skills as requiredCollaborate with business units to understand requirements and align IT services accordinglyFoster a culture of accountability, continuous improvement, and customer focus.Governance & ComplianceEnsure compliance with IT policies, standards, and regulatory requirementsCollaborate in the IT audits, in the IT risk assessments, and in disaster recovery planningMaintain documentation for operational procedures and service delivery processesReporting & MetricsMonitor and report on service performance, operational health, and improvement initiatives of related vendors and internallyProvide insights and recommendations to senior leadership based on data and trendsMain RequirementsBachelor's degree in Information Technology, Computer Science, or related field5-10 years in IT service delivery, operations, or infrastructure management.5 years or more experience in leading one or more teamsCertifications (preferred): ITIL Foundation/Expert, PMP, ISO 20000, or similar.Strong leadership and communication abilitiesHigh impact regarding trust, productivity and service quality as leader, manager and mentor on team leaders and team members within and outside the scope of responsibilityDeep understanding of ITSM frameworks and related best practices in Service DeliveryProficiency in IT infrastructure, cloud services, and enterprise systemsExperience with tools like ServiceNow, Jira, SCCM, or similarHaving experience with DevSecOps working modelFluency in English. Fluency in German or any other languages will be considered as an added valueJob location: 3 days per week in Davos AO Headquarters and 2 days per week remoteAn interesting and varied job in an exciting and innovative organizationThe opportunity to be part of a highly committed international teamModern infrastructureHigh degree of flexibility regarding working hours and location (depending on operational requirements)Generous pagacke of social benefits, includ j4id9941757a j4it1146a j4iy25a