• Service Delivery Management:

Collaborate with business units to understand service requirements and ensure seamless service delivery

Monitor and report on IT service performance, identifying areas for improvement

• Incident and Problem Management:

Lead root cause analysis for major incidents and ensure timely resolution

Implement long-term solutions to recurring issues, minimizing downtime and service disruptions

• Service Improvement:

 Analyze and improve existing IT service processes, driving continuous improvement

 Identify opportunities for service automation and optimization

Work closely with internal and external teams to implement service improvements

• Vendor and Stakeholder Management:

Liaise with third-party vendors to ensure services are delivered according to contractual agreements

Manage vendor relationships and ensure SLAs are adhered to

Provide regular updates to stakeholders on service performance and any ongoing issues

• Change and Release Management:

Support the IT Change Management process, ensuring minimal service impact during changes

Oversee the release of new software and hardware, ensuring successful implementation with minimal disruption to services

• Security and Compliance:

Ensure that all IT services adhere to security and compliance standards

Collaborate with security teams to resolve any vulnerabilities or security incidents

• Technical Leadership:

Provide technical guidance and mentorship to junior members of the service delivery team

Lead projects to deploy or enhance IT infrastructure and services

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Minimum of 5-7 years of experience in IT service delivery or related technical roles
• ITIL certification (Foundation or higher) is required
• Experience with cloud services (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper-V)
• Proven experience in managing service levels, incidents, and problem resolution
• Strong understanding of network, server, and storage infrastructure
• Familiarity with service management tools (e.g., ServiceNow, MS Dynamics)
• Experience in managing services in a hybrid environment (cloud and on-premise)
• Advanced certifications in networking (e.g., CCNA, CCNP) or cloud (e.g., AWS Certified Solutions Architect)
• Knowledge of DevOps methodologies and tools
• Strong customer-focused mindset with the ability to build strong relationships
• Proactive and adaptable, with a willingness to continuously improve
• Able to work effectively under pressure and manage multiple priorities

• a well-structured onboarding program
• intensive training in the beginning
• the possibility for further development