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IT Service Delivery Manager (80-100% / m-w)


Vacancy details

General information

Organisation

SPIE Switzerland is a leading provider of cross-sector ICT, multi-technical, building-specific and E-Mobility services. With our divisions SPIE ICS (Information Communication Services), SPIE MTS (Multi-Technical Services), SPIE IFS (Integral Facility Services) and SPIE E-Mobility (EV Infrastructure Services) our 9 sites offer services across Switzerland in the sectors Smart City, Energies, e-fficient Buildings and Industry Services.  

Reference

2021-18503  

Position description

Job title

IT Service Delivery Manager (80-100% / m-w)

Contract type

Permanent contract

Workload (Percentage)

80% - 100%

Job description

Job Summary:

The Service Delivery Manager (SDM) is accountable for the end-to-end delivery of IT services and projects to meet SLAs and customer needs. The SDM reports to the regional Head of Workplace and Managed Services and works in close contact with the Key Account Manager leading the commercial relationship with the customers.

 

As IT Service Delivery Manager, you will be responsible for:

  • Leading a team of national and international geographically dispersed resources to deliver Workplace Services (Remote Service Desk & On-Site) and Infrastructure Managed Services on time and within budget
  • Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence
  • Work with customers, internal teams and external partners to determine necessary activities to successfully deliver services and projects
  • Delivering customer satisfaction and overall excellence by identifying opportunities, risks and/or issues and assisting with speedy resolution
  • Managing your accounts’ Profit and Loss (P&L), financial and invoice management 
    reporting, continuous improvement and optimizing processes
  • Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to your line manager and Key Account Managers
  • Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritization
  • Holding the teams to the highest standards, discipline and accountability

 

Essential Tasks of the job:

  • Initiate, build and sustain productive relationships
  • Serve as an escalation point for customer concerns if/when they arise
  • Identify appropriate resolution to achieve client satisfaction in a timely manner
  • Monitor and manage end-to-end delivery of services and projects to scope, time and budget
  • Enforce standard methodologies, processes and tools
  • Provide leadership and direction to project and delivery team members and 3rd parties
  • Act as a gatekeeper for quality

Profile

Knowledge, experience and skills requirements:

  • 5+ years of IT experience as a workplace technician or engineer
  • 2+ years of Service Management experience, project delivery and client relationship management in a technology environment
  • Good business acumen and ability to negotiate with business partners
  • Strong customer orientation and able to manage customer expectations
  • Good executive presence
  • Leader and team player – sets example for others to follow
  • Ability to develop strategic plans and translate them to actionable roadmaps
  • Good financial skills
  • Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
  • Comfortable working in a matrix organization with excellent communication and networking skills
  • Leadership skills to successfully lead large, diverse and virtual teams
  • Experience in cross-border, multiple complex projects management is a plus
  • Proficient in Office Suite
  • Procurement lifecycle and SAP user experiences are a plus

 Languages:

  • Fluent (oral and written) French, English and Italian
  • German a plus

 Certification requirements:

  • Service Delivery Management (ITIL V3 or ITIL V4)
  • Project Management (Prince 2 or Agile) a plus

 Work Location and Mobility:

  • Office Location: Lonay or Geneva
  • National mobility (driving license and private car required)
  • International travel may be required (Europe)

Position localisation

Job location

Europe, Switzerland, Lonay

Location

Lonay

Candidate criteria

Minimum level of education required (CH)

Diploma of Vocational Education

Minimum level of experience required

6 years or more

Languages

  • English (D-Full professional proficiency)
  • French (E-Native or bilingual proficiency)
  • Italian (C-Professional working proficiency)