Service Delivery Manager

Our mission
Ivy Partners is a Swiss consulting firm that supports companies in their strategic, technological and organizational challenges.
We are committed to offering our employees careers that support both personal and professional growth. We help them develop their skills and provide genuine opportunities for advancement.

As a Service Delivery Management Specialist at Ivy Partners, you will:
• Lead incident, problem, change and request management activities, handling cases directly when needed and ensuring processes are consistently applied.
• Monitor service quality, scope and performance against product service level agreements, ensuring continuity across all service hours, including 24/7 where required.
• Coordinate with product, market and operational stakeholders to deliver a consistent and efficient service across teams and entities.
• Engage early in product projects to support a smooth transition into ongoing operations, define and validate target operating models, and communicate them to stakeholders.
• Manage escalations from users, markets and senior management, defining and tracking action plans through to completion.
• Review processes, tools and practices against operational resilience, disaster recovery and business continuity needs, and drive improvements where needed.

About you
You could be our ideal candidate if:
• You have expertise in service delivery management within multi-stakeholder, multi-entity environments.
• You are proficient in ITIL-based incident, problem, change and request management processes.
• You have experience managing service levels and monitoring performance against service level agreements.
• You are comfortable collaborating with operational, product and market stakeholders and communicating across teams.
• You have experience defining target operating models and managing transitions into ongoing operations.
• You know how to handle escalations and follow action plans through to completion.
• You understand operational resilience, disaster recovery and business continuity frameworks, and can assess processes, tools and practices against their requirements.
• You speak fluent french.

Why join Ivy Partners?

Care | We care about our employees by creating a supportive environment where everyone is valued and empowered with training and growth prospects.

Trust | We believe in building strong and long-lasting relationships with our clients. Working with us is about establishing a partnership based on trust, professionalism, and transparency at all times.

Innovation | We empower effective digital transformation through a unique blend of innovative technology and creative thinking.

Responsibility | Community is at the heart of everything we do, and we take that responsibility seriously by working hard to create a positive impact.