Senior Service Delivery Manager

Location: Geneva · Contract: Permanent · Assignment: long term · Rate: 60 to 100% · Start: January 2027

For one of our clients based in Geneva, we are looking for an experienced Senior Service Delivery Manager.

Context

The IT department of our client defines and implements the information systems strategy and information security policy, with the ambition to actively support the organisation's digital transformation.

Within the IT department, a dedicated team manages the relationship with a wide range of business units and oversees the management of their information systems. Its main missions are to:

• Ensure the delivery of IT services

• Co-develop and maintain the roadmaps of products and services used by the business units

• Participate in the execution of IT projects, from the expression of business needs to the commissioning of optimised, secure and sustainable solutions

• Coordinate and collaborate with numerous internal and external partners

The role is set in a multi-team, multi-project, multi-product and multidisciplinary environment, bringing together Product Owners, developers, Business Analysts, architects, internal support teams and external providers. It is characterised by sometimes shared teams, dependencies between different actors and a complex and constantly evolving IS ecosystem.

The Service Delivery Manager supports teams in implementation and continuous improvement, facilitates their collective functioning, removes obstacles to their progress and fosters effective collaboration between different actors. They thus create the conditions enabling teams to regularly deliver value, while developing their autonomy, accountability and continuous improvement capacity, adapting to the various methodologies and practices in place.

Your missions

• Facilitate the collective functioning of teams and contribute to smooth communication between different actors

• Organise and facilitate rituals and workshops necessary for the teams’ proper functioning and progress of work

• Identify and help remove obstacles that may hinder teams or jeopardise the achievement of objectives

• Support teams in their autonomy and accountability, fostering a dynamic of collaboration and continuous improvement

• Facilitate coordination between teams and stakeholders: Product Owners, business units, developers, Business Analysts, architects, support teams and providers

• Identify and manage dependencies, facilitating their anticipation, monitoring and resolution with the relevant actors

• Contribute to visibility on progress, difficulties, risks and points of attention, with clear and tailored information for different interlocutors

• Support problem and conflict resolution, encouraging dialogue and pragmatic solution seeking

• Contribute to continuous improvement of working methods, taking into account context, constraints and team maturity

• Support organisational and operational changes related to the evolution of products, projects and the IS ecosystem

• Contribute to the dissemination of best practices in collaboration, quality and work management within the team

• Work closely with Product Owners and product or project managers to align business needs, priorities and team capacity

Education

• Master’s degree or engineering diploma in computer science, or equivalent training, with solid knowledge of IT environments

• ITIL certifications and/or agile certifications (Scrum, SAFe)

Essential skills

• Minimum 5 years’ experience as a Service Delivery Manager, in IT environments undergoing agile transformation

• Experience supporting multidisciplinary technical teams, ideally in multi-team and multi-product contexts

• Mastery of agile practices, notably Scrum and Kanban, as well as scaled agility environments

• Strong skills in facilitation, workshop moderation and team coaching

• Proven experience in supporting agile transformations, adapting approach to context and maturity of teams and stakeholders

• Ability to foster autonomy, collaboration and continuous improvement of teams

• Good operational knowledge of ITIL practices (incidents, changes, service levels/SLA, etc.)

• Good technological culture enabling dialogue with experts in infrastructure, security, data and equipment domains

• Ability to evolve and facilitate collaboration in a matrix and complex environment

Appreciated skills

• Experience with socially oriented business units and understanding of their main challenges

• Ability to assess the criticality of a situation, identify risks and define appropriate mitigation measures

• Experience in developing and monitoring roadmaps

• Ability to coordinate evaluation and costing of solutions

• Strong communication, coordination and negotiation skills, enabling reconciliation of different actors’ expectations

• Experience collaborating with providers and subcontractors

A plus

• Successful experience in a large multi-business organisation and knowledge of its technical environments

Personal qualities

• Servant leadership and ability to unite without hierarchical ties

• Active listening, empathy and service mindset, fostering trustful relationships with teams and stakeholders

• Excellent communication and teaching skills, with ability to adapt discourse to interlocutors

• Facilitator and coach posture, promoting autonomy, collaboration and continuous improvement of teams

• Pragmatism, synthesis skills and ability to take a step back in complex situations

• Interpersonal ease and ability to manage disagreements and conflicts constructively

• Adaptability and flexibility, with ability to evolve posture according to context while remaining focused on objectives

• Autonomy, initiative and team spirit