Service Delivery Manager – Winterthur Area

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

We are seeking an experienced Service Delivery Manager to own end-to-end service delivery across a complex managed infrastructure environment. The role is responsible for ensuring operational performance, service quality, and customer satisfaction through effective governance, SLA/OLA management, stakeholder engagement, risk management, and delivery assurance. As the primary customer-facing delivery lead, you will ensure service commitments are met, escalations are managed proactively, and service outcomes are communicated clearly and professionally.

• Own end-to-end service delivery across the full SCOS operations scope.
• Monitor and manage SLA and OLA performance, ensuring contractual commitments are consistently achieved.
• Lead customer communication, service reviews, governance forums, and stakeholder meetings.
• Manage service risks, dependencies, escalations, and improvement initiatives.
• Oversee service reporting, KPI tracking, trend analysis, and performance reviews.
• Act as the primary escalation point for service delivery issues and customer concerns.
• Coordinate operational, technical, and vendor teams to ensure seamless service execution.
• Drive continual service improvement and ensure alignment with customer expectations and business objectives.
• Maintain governance frameworks, documentation, and delivery management best practices.

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NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through

responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with

unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and

application services. Our consulting and industry solutions help organizations and society move

confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more

than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as

established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each

year in R&D.