Service Delivery Management Lead

Our Mission
Ivy Partners is a Swiss consulting firm dedicated to helping businesses tackle their strategic, technological, and organizational challenges.
We are committed to providing our team members with a career that promotes both personal and professional growth. We support them in enhancing their skills and offer genuine opportunities for advancement.

As a Service Delivery Management Lead at Ivy Partners, you will be required to:
- Lead the rollout of the Windows Edition V2 and ensure the quality of service (QoS) for this product, as well as maintain the Windows Basic legacy product.
- Possess a thorough understanding of the product architecture, with a particular emphasis on the use of Intunes.
- Ensure that the Secure Incident, Problem, and Change processes are executed according to global standards.
- Manage and control third-party vendors and cross-shoring operations.
- Conduct Monthly Operational Governance with Market stakeholders, covering SLA/KPIs, key monthly facts, pain points, and specific action plans.
- Develop and manage a continuous QoS improvement plan.
- Collaborate with Product Managers to establish the Product Target Operating Model (TOM).
- Ensure all quality objectives are met before transitioning a product or feature to production.
- Oversee the roadmap, apply “golden rules” for operational readiness, and ensure remediation plans are followed.
- Produce service reports.

About You
You are our ideal candidate if:
- You have at least 6-8 years of expertise in the IT service-related industry.
- You hold a university degree with an IT or Business orientation.
- You are ITIL Service Management Certificate Qualified (or possess an equivalent certification).
- You demonstrate expert knowledge of Service Delivery processes and business characteristics.
- You possess experience in managing client relationships within a global enterprise.
- You are comfortable working in a multicultural, English-speaking environment, with French language skills being an additional advantage.
- You have specific expertise in IT Service chain and understand incident, problem, and change management processes.
- You have knowledge of quality systems (e.g., Six Sigma), data privacy, compliance, security issues, and SOX compliance requirements.

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 and partners, founded on trust, professionalism, and transparency.
Innovation | We drive effective digital transformation through a blend of innovative technology and creative problem-solving.
Responsibility | We take our role in the community seriously, striving to make a positive impact.