Senior Service Delivery Manager SAP & eGovernment

Take a holistic view of service management: As a Service Delivery Manager, you are responsible for the quality, stability, further development and economic efficiency of the eGovernment & SAP services. You manage these from design to operation and ensure sustainable service delivery.

Management of service delivery & providers: You manage both internal and external service providers, ensure quality, deadlines and cost-effectiveness, and create customised offers and business cases. You also resolve escalations to ensure reliably stable service delivery.

Service roadmap & further development: You plan the further development of services with specialist departments (including service roadmap), plan implementations and promote standardisation. You also create service design concepts (with target operating model) and ensure the takeover of operations.

Performance, risks & reporting: You ensure SLA & compliance requirements, KPI analyses and risk management. You initiate optimisations, ensure documentation and provide stakeholder- and executive-level reporting tailored to the audience.

Service descriptions: You describe the services clearly in customer language, communicate their benefits and demonstrate possible applications. You also explain the further development of services based on roadmaps and publish release notes for new functions.

Experience: Experience in IT service delivery management (ideally in the digitalisation and SAP environment) with end-to-end responsibility, economic thinking and strong business understanding. You convince through customer focus and clear communication.

Personality: You think service- and impact-oriented, act in a structured manner and take on end-to-end responsibility. You create clarity in complex operational/control situations, convince with assertiveness and communication tailored to the audience.

Education: You have a higher degree in (business) informatics or business administration (university, university of applied sciences or similar) as well as several years of experience in service delivery management in the digitalisation and SAP environment and in project environments.

Language: You communicate professionally and fluently with a wide range of customer groups. Very good oral and written German skills are essential, English skills are an advantage.

IT BS is the internal IT service provider of the Canton of Basel-Stadt and belongs to the Finance Department. The department provides the collaboration and communication infrastructure for mobile and stationary IT workplaces and the associated support. In addition, IT BS continuously develops various offerings for the public in the area of eGovernment and digitalisation. A functioning IT is central to the efficient operation of the cantonal administration.

The Cross-Section Applications department drives digitalisation in the Canton of Basel-Stadt significantly forward. As a Service Delivery Manager, you shape the IT service offering of eGovernment (such as ePortal, web presence, citizen development) and SAP (such as Central/Basis, Enterprise, HCM) together with specialist teams. You develop service designs and business cases, ensure solution acceptance, increase customer satisfaction via metrics and maintain the service budget.