Service Delivery Manager – Senior

Overview: SOFTSWISS is hiring a Senior Service Manager to join our team. We are looking for a proactive and operationally driven professional to own the stability, reliability, and continuous improvement of our production services. Purpose of the role: As aSenior Service Manager, you will own the operational excellence of our production services, ensuring they remain stable, reliable, and continuously evolving to meet business and customer expectations. You will lead key IT Service Management processes, including Incident, Problem and Change Management, working closely with engineering, product, support, and customer-facing teams to drive operational excellence, improve service quality, and strengthen organisational resilience. Beyond day-to-day operations, you will play a key role in developing and maturing Service Management practices, driving continuous improvement initiatives, and fostering a culture of operational ownership across the organization. Key responsibilities: Take end-to-end ownership of assigned services, ensuring their operational stability, reliability, and continuous improvement. Lead Incident, Problem, and Change Management processes following ITIL best practices. Coordinate major incidents by bringing together cross-functional teams, facilitating communication, and ensuring timely resolution. Drive Root Cause Analysis and ensure corrective and preventive actions are implemented and tracked to completion. Own the Change Management process, including change planning, risk assessment, impact analysis, approvals, and governance. Monitor service health using SLAs, SLOs, KPIs, and operational metrics, proactively identifying opportunities to improve service quality and operational efficiency. Drive Continuous Service Improvement initiatives based on operational trends, incident analysis, customer feedback, and business needs. Ensure operational readiness for new services, features, and infrastructure changes by validating documentation, monitoring, s