Service Delivery Manager – Senior

SOFTSWISS is hiring a Senior Service Manager to own the stability, reliability, and continuous improvement of their production services.

• 3+ years of experience in Service Management, Service Delivery, Technical Operations, or similar in complex IT environments.
• Practical experience with Incident, Problem, and Change Management processes.
• Good understanding of ITIL principles and IT Service Management best practices.
• Experience 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 ability to identify operational risks, prioritize improvements, and drive 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 organization.
• Experience with monitoring and observability platforms such as Zabbix, Grafana, Prometheus, or similar.
• Understanding of cloud infrastructure, Kubernetes, containerized applications, and modern distributed systems.
• Experience facilitating post-mortems and driving organizational 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 high-availability production environments.

• Take end-to-end ownership of assigned services, ensuring 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 completed.
• Own the Change Management process including planning, risk assessment, impact analysis, approvals, and governance.
• Monitor service health using SLAs, SLOs, KPIs, and operational metrics to identify improvement opportunities.
• Drive Continuous Service Improvement initiatives based on trends, incident analysis, customer feedback, and business needs.
• Ensure operational readiness for new services and infrastructure changes by validating documentation, monitoring, support processes, and knowledge transfer.
• Collaborate with Engineering, Product, Support, Technical Account Management, and other stakeholders for effective service delivery.
• 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.