IT Service Delivery Manager

About the Position

We are looking for an experienced IT Service Delivery Manager to lead the end-to-end delivery and management of custom applications across SDLC.

You will lead multidisciplinary technical teams, connecting business priorities with application development, maintenance, and operations. The role requires strong service management and Agile delivery capabilities, together with sufficient technical knowledge to contribute effectively to application, architecture, and production discussions.

This is not a purely administrative role. You will have overall ownership of the services under your responsibility, including delivery, quality, application stability, risk management, and continuous improvement.

Responsibilities

• Manage the end-to-end lifecycle of custom applications across SDLC.
• Lead multidisciplinary teams, including Developers, Architects, QA Engineers, and Business Analysts.
• Manage roadmaps, backlogs, releases, capacity, dependencies, and delivery commitments.
• Ensure application stability, quality, and compliance with agreed SLAs and KPIs.
• Oversee incidents, problem management, production transitions, and service improvement actions.
• Manage stakeholders, ensuring clear communication, alignment, and effective follow-up.
• Prepare and present regular service status reports covering performance, progress, risks, issues, and KPIs.
• Collaborate with Business, Product, Architecture, Security, and Operations teams.
• Promote Agile ways of working while maintaining effective IT service management and governance.
• Monitor technical debt, obsolescence, performance, security, and operational risks.

Requirements

• Bachelor’s degree in IT, Computer Science, or related field.
• Understanding of Agile methodologies.
• Solid knowledge of project management & service delivery.
• Excellent communication skills.
• Proven ability to influence and engage stakeholders at all levels.
• Strong understanding of the full Software Development Life Cycle (SDLC), from requirements and design through deployment, support, and continuous improvement.
• Proven experience leading cross-functional technical teams, including Engineering, QA, Architecture, and Application Support.
• Ability to engage with engineering teams, manage technical dependencies, and translate risks into business impact.

Nice to Have

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline. Experience in implementation and optimization of Microsoft Dynamics 365 (D365) environment, especially Field Services.
• Previous hands-on experience in software engineering, application development, or a related technical field.
• Technical background in application development.
• Experience with ServiceNow and Azure DevOps.
• ITIL4 Certification.

We Offer

• Join a globally recognized and stable company, a leader in the Testing, Inspection, and Certification (TIC) industry.
• Enjoy a flexible schedule and hybrid work model.
• Access continuous learning opportunities through SGS University and Campus.
• Collaborate in a multinational environment with colleagues from various continents.
• Benefit from a comprehensive benefits platform.

About the Company

SGS is the world’s leading Testing, Inspection, and Certification company. We operate a network of over 2,500 laboratories and business facilities across 115 countries, supported by a team of over 100,000 dedicated professionals. With more than 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, compliance, and sustainability.

Our brand promise – “when you need to be sure” – underscores our commitment to trust, integrity, and reliability, enabling businesses to thrive with confidence. We proudly deliver our expert services through the SGS name and a portfolio of trusted specialized brands, including Applied Technical Services, Brightsight, Bluesign, and Nutrasource.

Apply Now

At SGS, we are committed to fostering an open, friendly, and supportive culture that thrives on teamwork. We value diversity and provide endless opportunities to learn, grow your expertise, and fulfill your potential. Apply now to join our motivated and dynamic team!