Senior Manager IT Service Delivery & Operations (ID1879)

The AO is a medically guided, not-for-profit organization, a global network of surgeons, and the world's leading education, innovation, and research organization specializing in the surgical treatment of trauma and musculoskeletal disorders. We are home to people from all over the world, from different backgrounds, with diverse talents and specialist areas. What binds us together is our passion for excellence, our dedication to our mission of improving patient care, and our understanding that we are stronger together: we are one AO.

For more information, visit:

https://www.aofoundation.org/ (https://www.aofoundation.org/)

Senior Manager IT Service Delivery & Operations (ID1879)

Short Description

The IT Service Delivery Manager is responsible for ensuring the reliable, efficient, and high-quality delivery of IT services and operations across the organization, managing a work force of currently 17 persons in 3 teams, for an organization with about 500 employees world-wide. This role combines strategic oversight of service delivery with hands-on management of IT infrastructure, systems, network and support functions. The manager ensures that IT services meet business needs, comply with SLAs, and continuously improve in performance and value.

IT Infrastructure & Operations at the AO Foundation contains the operation of around 100 applications, majority running on MS Azure, network services, data archiving and storage. The role will participate in a transformation project that aims to design and build a new service model in IT operations with emphasis on strategic managed work elements, driving standardization and efficiency.

The ideal candidate comes as a strategic thinker and effective manager with hands-on technical expertise, capable of balancing service excellence with operational efficiency. The candidate should be comfortable managing teams, processes, and technologies in a dynamic environment.

Main Responsibilities

Service Delivery Management

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As Service Delivery process owner, design, build and manage the delivery of IT services to internal and external stakeholders in alignment with SLAs and KPIs

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Conception, design, engineering and implementation of infrastructure projects in the cloud

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Design and build with the IT leadership team the IT Target operating model, containing elements like managed word, standardization and automation

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Act as the primary point of contact for service-related issues, escalations, and performance reviews

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Work closely with IT Security: implement security controls, such as firewalls, security groups, and network access controls, to protect cloud infrastructure and data

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Lead service improvement initiatives and ensure customer satisfaction

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Design and implement data storage and archiving solution

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Design and implement disaster recovery plans for cloud infrastructure services

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Strongly align with IT Operations and related activities

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Coordinate with vendors and third-party providers for hardware, software, and support services in collaboration with IT Operation and IT Partner Management and procurement

Team Leadership & Collaboration

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Mentor IT support and operations teams

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Keep the skill matrix of the teams updated and make sure that all team members evolve their skills as required

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Collaborate with business units to understand requirements and align IT services accordingly

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Foster a culture of accountability, continuous improvement, and customer focus.

Governance & Compliance

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Ensure compliance with IT policies, standards, and regulatory requirements

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Collaborate in the IT audits, in the IT risk assessments, and in disaster recovery planning

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Maintain documentation for operational procedures and service delivery processes

Reporting & Metrics

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Monitor and report on service performance, operational health, and improvement initiatives of related vendors and internally

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Provide insights and recommendations to senior leadership based on data and trends

Main Requirements

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Bachelor's degree in Information Technology, Computer Science, or related field

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5-10 years in IT service delivery, operations, or infrastructure management.

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5 years or more experience in leading one or more teams

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Certifications (preferred): ITIL Foundation/Expert, PMP, ISO 20000, or similar.

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Strong leadership and communication abilities

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High impact regarding trust, productivity and service quality as leader, manager and mentor on team leaders and team members within and outside the scope of responsibility

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Deep understanding of ITSM frameworks and related best practices in Service Delivery

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Proficiency in IT infrastructure, cloud services, and enterprise systems

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Experience with tools like ServiceNow, Jira, SCCM, or similar

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Having experience with DevSecOps working model

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Fluency in English. Fluency in German or any other languages will be considered as an added value

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Job location: 3 days per week in Davos AO Headquarters and 2 days per week remote

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An interesting and varied job in an exciting and innovative organization

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The opportunity to be part of a highly committed international team

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Modern infrastructure

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High degree of flexibility regarding working hours and location (depending on operational requirements)

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Generous pagacke of social benefits, including supplementary vacation days and pension scheme contributions

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Internal skills training opportunities and support for continued education