Service Delivery Manager

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

We are seeking a dynamic Service Delivery Manager to lead our expanding onsite support and service desk service organization. The ideal candidate will possess experience in managing global onsite support services and service desk operations for enterprise customers working in the pharmaceutical sector. The Service Delivery Manager will play a pivotal role in ensuring the seamless delivery of IT support services, optimizing processes and team utilization, and maintaining high levels of customer satisfaction.

Tasks and Responsibilities

• Manage and lead customer facing teams providing IT support services to ensure consistent and high-quality service performance.
• Oversee day-to-day operations of IT service delivery, ensuring adherence to service level agreements (SLAs) and operational KPIs.
• Develop and implement strategies to improve service efficiency, quality, and customer satisfaction.
• Act as the primary point of contact for service delivery-related issues, working with customer stakeholders and internal teams to resolve incidents and escalations.
• Collaborate with other teams to ensure seamless integration of services and efficient service delivery.
• Lead regular service reviews with customers to monitor performance, gather feedback, and address service improvement opportunities.
• Ensure effective resource management, scheduling, and workload distribution across the service delivery team.
• Drive continuous service improvements by identifying trends and understanding business needs.
• Identify opportunities to deliver additional projects supporting the customer’s needs and to develop and improve the services.
• Maintain accurate documentation of service delivery processes, incidents, and problem resolutions.

Requirements

Benefits

Is IT in your DNA?