Service Delivery Manager – Senior

SOFTSWISS is seeking a Senior Service Delivery Manager to ensure operational excellence of production services, focusing on stability, reliability, and continuous improvement. SOFTSWISS is hiring a Senior Service Manager to join our team. We are looking for a proactive and operationally driven professional to own the stability, reliability, and continuous improvement of our production services.

• •Take end-to-end ownership of assigned services, ensuring their operational stability, reliability, and continuous improvement.
• •Lead Incident, Problem, and Change Management processes following ITIL best practices.
• •Coordinate major incidents by bringing together cross-functional teams, facilitating communication, and ensuring timely resolution.
• •Drive Root Cause Analysis and ensure corrective and preventive actions are implemented and tracked to completion.
• •Own the Change Management process, including change planning, risk assessment, impact analysis, approvals, and governance.
• •Monitor service health using SLAs, SLOs, KPIs, and operational metrics, proactively identifying opportunities to improve service quality and operational efficiency.
• •Drive Continuous Service Improvement initiatives based on operational trends, incident analysis, customer feedback, and business needs.
• •Ensure operational readiness for new services, features, and infrastructure changes by validating documentation, monitoring, support processes, and knowledge transfer.
• •Collaborate with Engineering, Product, Support, Technical Account Management, and other stakeholders to ensure seamless service delivery and effective operational decision-making.
• •Facilitate service reviews, post-incident reviews, and operational reporting for technical and business stakeholders.
• •Contribute to the evolution of Service Management processes, governance, and operational best practices across the organization.

• •Private health insurance
• •Sports benefits
• •Comprehensive Mental Health Program
• •Free English lessons (online)
• •Local language courses
• •Paid time off
• •Maternity leave support
• •Referral program rewards
• •Upskilling, internal workshops, and participation in professional conferences and corporate events

• •3+ years of experience in Service Management, Service Delivery, Technical Operations, or a similar role within complex IT environments.
• •Practical experience with Incident, Problem, and Change Management processes.
• •Good understanding of ITIL principles and IT Service Management best practices.
• •Experience working with ITSM platforms such as Jira Service Management, ServiceNow, PagerDuty, or similar.
• •Strong understanding of SLA, SLO, KPI, and service performance management.
• •Experience coordinating cross-functional teams during production incidents and operational changes.
• •Strong stakeholder management, communication, facilitation, and decision-making skills.
• •Analytical mindset with the ability to identify operational risks, prioritise improvements, and drive them to completion.
• •Ability to work effectively in a fast-paced environment with multiple stakeholders and competing priorities.

• •Experience implementing or improving ITIL processes within an engineering organisation.
• •Experience with monitoring and observability platforms such as Zabbix, Grafana, Prometheus, or similar.
• •Understanding of cloud infrastructure, Kubernetes, containerised applications, and modern distributed systems.
• •Experience facilitating post-mortems and driving organisational learning.
• •Experience defining or improving operational governance, service maturity, or Service Delivery frameworks.
• •Familiarity with Status Pages, customer communication during incidents, and operational transparency practices.
• •Experience working in SaaS, FinTech, iGaming or eCommerce or other high-availability production environments.