Service Delivery Manager (m/f/d) 80-100%

«Our employees make the difference».

Vision Inside was founded in 2004 and is a human-focused, digital company for Smart Building, Security, Cloud, Work Smart and Infrastructure. With currently over 90 employees, including 14 apprentices, we operate at four locations across Switzerland and promote future-oriented collaboration. This is also reflected in the award as Swiss Employer of the Year. We live a team spirit where every single individual commits to the success of the company. Technologically, we always stay at the pulse of time, courageously test innovative solutions, and accompany our customers toward a smart goal and beyond.

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

How you take charge

• You take over the operational support of our customers (30 - 300 users) and ensure reliable and high-quality service delivery
• You accompany our customers in the long term and contribute to strengthening customer satisfaction, trust, and sustainable cooperation
• You develop a profound understanding of the needs and goals of our customers and derive suitable measures and optimization opportunities from them
• 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 provided on time, qualitatively, and within the intended framework
• You work closely with our internal specialist departments and ensure compliance with the agreed Service Level Agreements (SLAs) and Managed Services
• You accompany our customers during the introduction of new technologies and recognize additional needs and potentials, which you pursue in close coordination with Account Management
• You observe relevant market and technology trends and point out emerging optimization and development opportunities to our customers
• You coordinate escalations and crisis situations and, together with the Service Desk and the involved specialist departments, ensure transparent and solution-oriented processing

The stronger focus on Service Meetings, SLA compliance, improvements, and escalations corresponds very well to the internal description of the SDM. There, the function is explicitly described as the central coordination and escalation point between the customer and Vision Inside.

What you bring with you

• Completed basic training in informatics, business informatics, or a comparable qualification
• Many years of experience as an IT Project Manager, IT Responsible, or in a comparable customer-oriented function in the ICT environment
• Experience in Service Delivery Management, IT Service Management, or in the operational support of ICT customers
• Experience in the Microsoft 365 ecosystem (Teams, SharePoint, Copilot, Intune, Entra ID and Azure infrastructure) is mandatory
• Very good communication and presentation skills as well as a confident appearance towards different contact persons
• Strong understanding of customer needs and enjoyment in building and developing long-term and trusting customer relationships
• Ability to work in a team and enjoyment in cross-departmental collaboration with various internal specialist departments
• Independent and reliable way of working, negotiation skills, and the ability to maintain an overview even in demanding service and customer situations

Where you arrive

• Great place to work: Vision Inside is a company with strong values
• Great team culture: You will become part of an upbeat, dynamic, and helpful team that interacts openly, directly, and trustfully with one another
• Personal mentoring: We want you to progress. An experienced employee will support and promote 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 premises and modern workspaces/tools, but also the possibility for regular home office
• Attractive employment conditions and development opportunities j4id10461271jm j4it1044jm j4iy26jm