Service Delivery Manager
Graphax AG
Spreitenbach
Key information
- Publication date:03 September 2025
- Workload:100%
- Contract type:Permanent position
- Place of work:Spreitenbach
Job summary
Join Graphax AG, a leading provider of innovative technologies. Enjoy a dynamic work environment with great benefits.
Tasks
- Manage customer support and service as the main contact.
- Ensure device availability and coordinate services effectively.
- Analyze and optimize costs and performance metrics regularly.
Skills
- Completed higher education in business or technology required.
- Strong ITIL knowledge and familiarity with service processes.
- Excellent communication skills in German and English essential.
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Your main tasks include:
- Customer Care & Service Management: Main contact person (SPOC) for defined customers, conducting service reviews, escalation and stakeholder management.
- Operations Management: Ensuring device availability, coordinating remote and onsite deployments as well as third-party suppliers, compliance with SLAs and KPIs.
- Analysis & Optimization: Monitoring costs, performance, and sustainability metrics, conducting trend and root cause analyses, continuous process and workflow improvement.
- Project & Transition Management: Onboarding new contracts, device replacement and rollouts, planning changes and training in close collaboration with technical and project management teams.
- Security & Compliance: Implementation of data protection and security policies related to printing and scanning solutions.
- Commercial Responsibility: Budget and forecast management, cost optimization, identification of up- and cross-selling potentials.
- Support for Sales & Bid Management: Participation in tenders (RFP/RFI), support of key account management in developing optimizations and business opportunities.
Your profile:
- Completed higher education (FH/HF) in business or technology
- 3–5 years of experience in service delivery/service management, ideally in printing/MPS or related fields (e.g., ECM, output management)
- ITIL knowledge (at least Foundation) as well as experience in incident, problem, change, and CSI processes
- Technical understanding of printing/scanning infrastructures (MFP, drivers, pull-print, fleet/device management, network basics)
- Confident handling of KPIs, Excel, and BI tools; experience with MPS software/fleet tools is an advantage
- Very good German and English skills, French is an advantage
- Communicative and extroverted personality with precise expression skills
- Analytical, conceptual, and process-oriented thinking
- Willingness to travel within Switzerland
We offer you:
- A versatile role with great scope for design
- Modern working environment with flexible work models
- Attractive employment conditions with good social benefits
- Training opportunities for personal and professional development
- Location with good transport connections
- A collegial working environment in a successful Swiss SME
Have we sparked your interest? Then we look forward to receiving your electronic application. For questions about the position, please contact Sonja Nobs, Head of Sales, email: sonja.nobs@graphax.ch.
