Service Delivery Manager (System Ownership & Governance)

About the Role

You will be accountable for end-to-end service governance, operational stability, and customer engagement for an assigned system or service portfolio. As the primary business and operational representative, you will ensure alignment between customer expectations, contractual obligations, and delivery execution.

Responsibilities

• Own end-to-end service governance and accountability for assigned systems and services, including risks, issues, dependencies, and performance.
• Act as the primary point of contact for customers, business stakeholders, and delivery teams; lead governance meetings and operational reviews.
• Monitor service performance, drive SLA protection, and coordinate resolution of systemic issues.
• Own release planning and readiness governance; coordinate stakeholders to minimize operational risk during transitions.
• Serve as the primary escalation point for critical incidents, major disruptions, and business continuity risks.
• Drive continuous improvement, automation, and operational optimization initiatives.
• Facilitate cross-functional collaboration across service management, technical, and project teams.

Requirements

• Proven experience as Service Delivery Manager, Service Manager, IT Operations Manager, or equivalent.
• Experience managing complex IT services in a multi-stakeholder environment.
• Strong understanding of ITIL and IT Service Management processes, including Incident, Problem, Change, Release, Capacity, and Service Level Management.
• Solid customer-facing and service governance experience.
• Strong stakeholder management, communication, and decision-making skills.
• Ownership mindset with the ability to operate in complex, dynamic environments.

What We Offer

• Hybrid work with a maximum of two office days per month, depending on location.
• Choice of Employment Contract or B2B cooperation model.
• Compensation matched to experience and an annual bonus.
• Private medical care, benefits platform, Multisport, and b-active.
• Courses, certifications, conferences, knowledge hubs, gift packages, recognition programs, and additional days off.