Service Delivery Manager (m/f/d)

About the job

"Our employees make the difference".

Vision Inside was founded in 2004 and is a people-focused, digital company specialising in Smart Building, Security, Cloud, Work Smart and Infrastructure. Currently employing over 90 staff, including 14 apprentices, we operate across four locations in Switzerland and promote forward-looking collaboration. This is also reflected in our award as Swiss Employer of the Year. We live a team spirit where every individual contributes to the company’s success. Technologically, we always stay at the cutting edge, boldly testing innovative solutions and guiding our customers towards a smart goal and beyond.

We are looking to expand our team with new motivated members. Be part of our digital journey at the Wetzikon or Zurich location.

How you get involved

• You take on the operational support of our customers (30 - 300 users) and ensure reliable and high-quality service delivery
• You accompany our customers long-term and help to strengthen customer satisfaction, trust and sustainable collaboration
• You develop a solid understanding of our customers’ needs and goals and derive appropriate measures and optimisation opportunities
• You plan and conduct regular service meetings in which services, service quality, customer satisfaction, priorities and improvement potentials are jointly reviewed
• You monitor the service processes and ensure that agreed services are delivered on time, with quality and within the agreed scope
• You work closely with our internal departments and ensure compliance with the agreed Service Level Agreements (SLAs) and Managed Services
• You support our customers in the introduction of new technologies and identify additional needs and potentials, which you pursue in close coordination with Account Management
• You observe relevant market and technology trends and show our customers resulting optimisation and development opportunities
• You coordinate escalations and crisis situations and ensure transparent and solution-oriented handling together with the Service Desk and the involved departments

The stronger focus on service meetings, SLA compliance, improvements and escalations fits very well with the internal description of the SDM. The role is explicitly described there as a central coordination and escalation point between the customer and Vision Inside.

What you bring

• Completed basic training in computer science, business informatics or a comparable qualification
• Many years of experience as an IT project manager, IT manager or in a comparable customer-oriented role in the ICT environment
• Experience in Service Delivery Management, IT Service Management or operational support of ICT customers
• Experience in the Microsoft 365 ecosystem (Teams, SharePoint, Copilot, Intune, Entra ID and Azure infrastructure) is essential
• Excellent communication and presentation skills as well as a confident manner with different contacts
• Strong understanding of customer needs and enjoyment in building and developing long-term and trusting customer relationships
• Team player and enjoyment in cross-departmental collaboration with various internal departments
• Independent and reliable working style, negotiation skills and the ability to keep an overview even in demanding service and customer situations

Where you will arrive

• Great place to work: Vision Inside is a company with strong values
• Fantastic team culture: You will be part of an upbeat, dynamic and helpful team that interacts openly, directly and with trust
• Personal mentoring: We want you to progress. An experienced employee supports and promotes you in your individual development plan towards System Engineer, Technical Account Manager, Security Engineer, Network Engineer or Team Leader. We offer you an exciting future!
• Modern tools and systems: We support automation, cloud products and keep pace with the development of modern IT systems
• We live flat hierarchies and short decision-making paths
• Beautiful open office spaces and modern workplaces/tools, but also the possibility for regular home office
• Attractive employment conditions and development opportunities, cool company incentives and benefits
• Certified Microsoft Solution Partner and twice Microsoft Partner of the Year
• Last, but not least: 1st place and 3rd place Swiss Employer Award

Ready for the next career step? Then we look forward to your application.