Application Service Delivery Manager

We are SGS – the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world. 

The Application Service Delivery Manager (ASDM) oversees the lifecycle of corporate IT applications at SGS, including maintenance, development, and deployment, ensuring commitments are met and value is delivered.

Key responsibilities include managing service risks, monitoring KPIs to meet operational objectives, and proposing improvements. The ASDM ensures services have adequate capacity and performance by coordinating functional teams and vendors. Additionally, they promote continuous improvement, manage service governance, and communicate with senior stakeholders.

Specific Responsibilities

1. Service Delivery Management  

• Assess new business requests and propose improvements.
• Support stakeholders in problem resolution and escalations.
• Ensure service delivery meets SLAs; negotiate as needed.
• Diagnose issues and take corrective actions.
• Regularly optimize methods and procedures.
• Monitor capacity and address any shortfalls.
• Confirm that service acceptance criteria are met.

2. Application Maintenance

• Validate incident categorization and prioritization.
• Approve and support preventive maintenance request fulfillment.
• Manage the lifecycle of all potential or occurring problems in service delivery.
• Assess risks related to proposed changes and ensure that changes to products, services, or systems are controlled and coordinated.

3. Application Development

• Approve impact assessments and estimations for application upgrades.
• Manage business relationships by defining User Acceptance Testing (UAT) cases and supporting deployment plans for projects.
• Lead scoping, requirements definition, and priority setting for complex, strategic programs.
• Provide input for requirements analysis and enhancement designs.
• Authorize deployments and accept major enhancements.
• Support preventive maintenance activities.
• Build and manage demand forecasts in alignment with business stakeholders.

• Bachelor’s degree and/or master’s with relevant IT or Computer science background.
• Customer facing management experience is required.
• Relevant experience managing requirements through the entire delivery and operational life cycle. 
• Getting commitment to action through consideration of impacts.Combining formal and informal communication channels to achieve the desired result. 
• Excellent verbal and written communication skills.
• Excellent customer service and good negotiating skills.
• Ideally certified in IT Service Management (ITIL 4).
• Broad multi-technology knowledge.
• Understanding and ability to demonstrate the main principles of Service Management.
• Ability to influence Internally & Externally.
• Customer centric mindset.
• Collaborates Effectively.
• Analytical and problem-solving skills.

Why SGS?

• Global and very stable company, world leader in the TIC (Testing, Inspection and Certification) industry.
• Flexible schedule and hybrid work model.
• SGS university and Campus for continuos learning options.
• Multinational environment where you will work with colleagues from multiple continents.
• Benefits platform.

Join Us: At SGS, we are committed to fostering an open, friendly, and supportive culture that thrives on teamwork. We value diversity and provide endless opportunities to learn, grow your expertise, and fulfill your potential. Apply now to be part of our motivated and dynamic team!