Service Delivery Manager – Senior

Job description

Overview: 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. Purpose of the role: As a Senior Service Manager , you will own the operational excellence of our production services, ensuring they remain stable, reliable, and continuously evolving to meet business and customer expectations. You will lead key IT Service Management processes, including Incident, Problem and Change Management, working closely with engineering, product, support, and customer-facing teams to drive operational excellence, improve service quality, and strengthen organisational resilience. Beyond day-to-day operations, you will play a key role in developing and maturing Service Management practices, driving continuous improvement initiatives, and fostering a culture of operational ownership across the organization. Key responsibilities: 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. Required Experience: 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. Upper-Intermediate or higher level of English. Nice to have: 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. Our Benefits: 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