Service Delivery Manager m/f/d

Job description

Worldwide and 24/7, air traffic controllers rely on our software and services to keep airport operations safe, stable, and efficient. As a Service Delivery Manager, you ensure the agreed service outcomes for our Air Traffic Control (ATC) solutions — from operational governance and service reporting to incident coordination, change control, and continual improvement. You act as the central interface between customers, internal delivery teams, and third-party partners, translating operational needs into measurable service levels and driving improvements that increase availability, performance, and customer satisfaction in a mission- and safety-critical environment. Be part of this challenge and join our team to work on the following tasks: Roles and Responsibilities: Own end-to-end service delivery for safety-critical software/services, ensuring customer satisfaction and compliance with contractual and regulatory requirements (including change, bugfix & maintenance deliveries) Define and manage SLAs/OLAs/UCs, including service scope, KPIs, measurement methods, and reporting cadence Lead operational governance with customers and internal teams: service reviews, performance reporting, action tracking, and escalation management Coordinate Incident & Major Incident Management to restore service quickly, ensure clear communications, and drive post-incident reviews with actionable follow-ups Drive Problem Management to identify root causes, reduce recurring incidents, and improve service stability Oversee Change Enablement: risk/impact assessment, authorization, communication, and implementation with minimal disruption (including delivery planning and coordination) Manage service financials: budgeting, forecasting, cost control, and transparency on consumption/cost drivers Ensure service quality and continual improvement by maintaining CSI backlogs, prioritizing improvements, and tracking realized benefits Manage supplier and vendor performance against underpinning contracts and coordinate third parties for integrated service delivery Maintain service documentation: service descriptions, runbooks, escalation paths, operational procedures, and compliance evidence Support pre-sales and transitions: contribute to service design, quotations, change requests, and smooth onboarding into operations Skills Required: Degree in IT, Engineering, Business, or comparable practical experience 5+ years in IT Service Management / Service Delivery, ideally in mission- or safety-critical environments (e.g., aviation, transport, healthcare, industrial) Strong working knowledge of ITIL practices (esp. Service Level, Incident/Major Incident, Problem, Change Enablement, Continual Improvement) ITIL 4 certification (Foundation minimum; Managing Professional / Strategist desirable) Proven experience with service governance, stakeholder management, and executive-level reporting Competence in service financial management (budgeting, forecasting, cost control) Experience coordinating cross-functional teams and third-party suppliers in an integrated service model Familiarity with ITSM tools and metrics (e.g., ServiceNow, Jira Service Management, BMC, etc.) Excellent communication, negotiation, and escalation skills; structured and calm under pressure Fluent English and German (spoken and written) We offer: A workplace that celebrates diversity, entrepreneurship and collaboration We provide the opportunity to learn, grow and realize your potential Exciting projects in the aviation industry, numerous benefits and a comprehensive onboarding are waiting for you Flexible working hours Possibilities for working from home Tax-free food subsidy Public transport subsidy A work environment where our products help to reduce CO2 emissions in air traffic An office in Graz, which is operated in a sustainable and environmental friendly way. We are ISO 14001 certified More benefits: Free parking Free fruit snacks, free coffee Free access to fitness centres Company and Team events Multicultural team As required by Austrian law, we are obligated to state this minimum salary. The minimum salary according to the IT collective agreement for this position is EUR 3,954.00 gross per month (14 times per year). Depending on the respective experience level and personal profile, we offer an attractive overpayment.