Service Delivery Manager

Service Delivery Manager is a governance and orchestration function within Global Service Delivery Management.

The role safeguards end-to-end service coherence from the client perspective in complex, multi-team environments, bridging Service Management, AMS delivery (L2/L3), Projects, Release, and Test functions.

The Service Delivery Manager support the stakeholders in ensuring clarity of ownership, risk visibility, and structured escalation.

To improve service predictability, transparency, and client trust by enabling governance quality: aligning expectations, structuring cross-team escalations, detecting systemic risks, and ensuring explicit decision ownership, while strictly avoiding operational execution.

Your key tasks:

• Ensure end-to-end service delivery coherence across services, teams, and lifecycle phases
• Surface and frame gaps between client expectations and delivery feasibility; provide structured options to Service Managers considering all possible constraints
• Structure and govern non-incident escalations: ensure one owner, one next step, and one decision forum
• Enable pre- and post-delivery (Update Level / Emergency) governance checkpoints; ensure risks, residuals, and ownership are explicit and documented
• Support post-delivery oversight and pattern detection; help identify recurring incidents/regressions and trigger SDM follow-up such as Problem Management when appropriate
• Support governance forums (SOC, Ops Reviews) with consolidated risk narratives, trends, and escalation readiness
• Support KPI interpretation and transparency by providing a neutral, contextual narrative for governance forums
• Problem Management leader defining activities, drive root cause resolution that are coming from major incidents and recurring issues in the client environment
• Driving task forces and teams in the resolutions of the major incidents

• Strong understanding of service delivery governance, AMS / SaaS models, and complex operating environments; systems thinking across services, releases, and clients
• Excellent stakeholder management without hierarchical authority; comfortable influencing and enforcing clarity on ownership and next steps
• Structured, factual communication under pressure; able to frame trade-offs and risks objectively
• Experience in service delivery, AMS, operations, or complex IT environments; exposure to client-facing roles and governance forums
• Fluent English (written and spoken)

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.

In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.

We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.

Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.

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