Senior Service Delivery Manager

About the role

SOFTSWISS is seeking a proactive Senior Service Delivery Manager to own the stability, reliability and continuous improvement of its production services. You will work closely with engineering, product, support and customer‑facing teams to ensure operational excellence.

Key responsibilities

• Take end‑to‑end ownership of assigned services, guaranteeing operational stability and continuous improvement.
• Lead Incident, Problem and Change Management processes following ITIL best practices.
• Coordinate major incidents, facilitate cross‑functional communication and ensure timely resolution.
• Drive root‑cause analysis and track corrective and preventive actions to completion.
• Own change planning, risk assessment, impact analysis, approvals and governance.
• Monitor service health using SLAs, SLOs, KPIs and operational metrics, identifying improvement opportunities.
• Lead continuous service improvement initiatives based on trends, incident analysis and customer feedback.
• Ensure operational readiness for new services, features and infrastructure changes.
• Collaborate with engineering, product, support and technical account management to deliver seamless services.

Required profile

• 3+ years of experience in Service Management, Service Delivery or Technical Operations within complex IT environments.
• Practical experience with Incident, Problem and Change Management processes.
• Strong understanding of ITIL principles and ITSM best practices.
• Experience with ITSM platforms such as Jira Service Management, ServiceNow or PagerDuty.
• Good knowledge of SLA, SLO, KPI and service performance management.

Required skills

• Jira Service Management
• ServiceNow
• PagerDuty

What we offer

• Opportunity to shape and mature Service Management practices in a fast‑growing fintech environment.
• Collaborative, cross‑functional teams focused on operational excellence.