Senior Manager IT Service Delivery & Operations (ID1879)

The 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.

Service Delivery Management

• As Service Delivery process owner, design, build and manage the delivery of IT services to internal and external stakeholders in alignment with SLAs and KPIs
• Conception, 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 automation
• Act as the primary point of contact for service-related issues, escalations, and performance reviews
• Work closely with IT Security: implement security controls, such as firewalls, security groups, and network access controls, to protect cloud infrastructure and data
• Lead service improvement initiatives and ensure customer satisfaction
• Design and implement data storage and archiving solution
• Design and implement disaster recovery plans for cloud infrastructure services 
• Strongly align with IT Operations and related activities
• Coordinate 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 & Collaboration

• Mentor IT support and operations teams
• Keep the skill matrix of the teams updated and make sure that all team members evolve their skills as required
• Collaborate with business units to understand requirements and align IT services accordingly
• Foster a culture of accountability, continuous improvement, and customer focus.

Governance & Compliance

• Ensure compliance with IT policies, standards, and regulatory requirements
• Collaborate in the IT audits, in the IT risk assessments, and in disaster recovery planning
• Maintain documentation for operational procedures and service delivery processes

Reporting & Metrics

• Monitor and report on service performance, operational health, and improvement initiatives of related vendors and internally
• Provide insights and recommendations to senior leadership based on data and trends

• Bachelor's degree in Information Technology, Computer Science, or related field
• 5-10 years in IT service delivery, operations, or infrastructure management.
• 5 years or more experience in leading one or more teams
• Certifications (preferred): ITIL Foundation/Expert, PMP, ISO 20000, or similar.
• Strong leadership and communication abilities
• High impact regarding trust, productivity and service quality as leader, manager and mentor on team leaders and team members within and outside the scope of responsibility
• Deep understanding of ITSM frameworks and related best practices in Service Delivery
• Proficiency in IT infrastructure, cloud services, and enterprise systems
• Experience with tools like ServiceNow, Jira, SCCM, or similar
• Having experience with DevSecOps working model
• Fluency in English. Fluency in German or any other languages will be considered as an added value
• Job location: 3 days per week in Davos AO Headquarters and 2 days per week remote