Service Delivery Manager

Publication date:03 September 2025
Workload:100%
Contract type:Unlimited employment
Place of work:Spreitenbach

Job summary

Graphax AG, based in Spreitenbach, is a leading provider of innovative technologies. Join a dynamic team focused on Enterprise Content Management and document workflow solutions.

Tasks

Serve as the main contact for defined clients and manage services.
Ensure device availability and coordinate operations with vendors.
Analyze performance and optimize workflows for sustainability.

Skills

Completed higher education in business or technology; 3-5 years in service management.
Strong ITIL knowledge and understanding of printing infrastructure.
Excellent communication skills in German and English, French is a plus.

Is this helpful?

About the job

Graphax AG, headquartered in Spreitenbach with nine branches in the German and Western Switzerland regions, employs around 190 people. Due to a broad range of services and thanks to our team of experts, we are among the leading providers of innovative technologies in the areas of Enterprise Content Management, printer fleet management, and complete solutions for digital as well as paper-based document workflows in the B2B market. Our services include comprehensive packages consisting of consulting, hardware and software solutions, services, as well as service and support.

Your main responsibilities include:

Customer Care & Service Management: Main contact person (SPOC) for defined customers, conducting service reviews, escalation and stakeholder management.
Operations Management: Ensuring device availability, coordinating remote and onsite deployments as well as third-party suppliers, compliance with SLAs and KPIs.
Analysis & Optimization: Monitoring costs, performance, and sustainability metrics, conducting trend and root cause analyses, continuous process and workflow improvement.
Project & Transition Management: Onboarding new contracts, device replacement and rollouts, planning changes and training in close collaboration with technical and project management teams.
Security & Compliance: Implementation of data protection and security policies related to printing and scanning solutions.
Commercial Responsibility: Budget and forecast management, cost optimization, identification of up- and cross-selling potentials.
Support for Sales & Bid Management: Participation in tenders (RFP/RFI), support of key account management in developing optimizations and business opportunities.

Your profile:

Completed higher education (FH/HF) in business or technology
3–5 years of experience in service delivery/service management, ideally in printing/MPS or related fields (e.g., ECM, output management)
ITIL knowledge (at least Foundation) as well as experience in incident, problem, change, and CSI processes
Technical understanding of printing/scanning infrastructures (MFP, drivers, pull-print, fleet/device management, network basics)
Confident handling of KPIs, Excel, and BI tools; experience with MPS software/fleet tools is an advantage
Very good German and English skills, French is an advantage
Communicative and extroverted personality with precise expression skills
Analytical, conceptual, and process-oriented thinking
Willingness to travel within Switzerland

We offer you:

A versatile role with great scope for design
Modern working environment with flexible work models
Attractive employment conditions with good social benefits
Training opportunities for personal and professional development
Location with good transport connections
A collegial working environment in a successful Swiss SME

Have we sparked your interest? Then we look forward to receiving your electronic application. If you have any questions about the position, please contact Sonja Nobs, Head of Sales, email: sonja.nobs@graphax.ch.