Service Delivery Manager

• Own end-to-end service delivery for safety-critical software/services, ensuring customer satisfaction and compliance with contractual and regulatory requirements (including change, bugfix & maintenance deliveries)
• Define and manage SLAs/OLAs/UCs, including service scope, KPIs, measurement methods, and reporting cadence
• Lead operational governance with customers and internal teams: service reviews, performance reporting, action tracking, and escalation management
• Coordinate Incident & Major Incident Management to restore service quickly, ensure clear communications, and drive post-incident reviews with actionable follow-ups
• Drive Problem Management to identify root causes, reduce recurring incidents, and improve service stability
• Oversee Change Enablement: risk/impact assessment, authorization, communication, and implementation with minimal disruption (including delivery planning and coordination)
• Manage service financials: budgeting, forecasting, cost control, and transparency on consumption/cost drivers
• Ensure service quality and continual improvement by maintaining CSI backlogs, prioritizing improvements, and tracking realized benefits
• Manage supplier and vendor performance against underpinning contracts and coordinate third parties for integrated service delivery
• Maintain service documentation: service descriptions, runbooks, escalation paths, operational procedures, and compliance evidence
• Support pre-sales and transitions: contribute to service design, quotations, change requests, and smooth onboarding into operations

• Degree in IT, Engineering, Business, or comparable practical experience
• 5+ years in IT Service Management / Service Delivery, ideally in mission- or safety-critical environments (e.g., aviation, transport, healthcare, industrial)
• Strong working knowledge of ITIL practices (esp. Service Level, Incident/Major Incident, Problem, Change Enablement, Continual Improvement)
• ITIL 4 certification (Foundation minimum
• Managing Professional / Strategist desirable)
• Proven experience with service governance, stakeholder management, and executive-level reporting
• Competence in service financial management (budgeting, forecasting, cost control)
• Experience coordinating cross-functional teams and third-party suppliers in an integrated service model
• Familiarity with ITSM tools and metrics (e.g., ServiceNow, Jira Service Management, BMC, etc.)
• Excellent communication, negotiation, and escalation skills
• structured and calm under pressure
• Fluent English and German (spoken and written)

ITIL 4 Managing Professional / Strategist desirable

• A workplace that celebrates diversity, entrepreneurship and collaboration
• Opportunity to learn, grow and realize your potential
• Exciting projects in the aviation industry
• Flexible working hours
• Possibilities for working from home
• Tax-free food subsidy
• Public transport subsidy
• A work environment where our products help to reduce CO2 emissions in air traffic
• An office in Graz, which is operated in a sustainable and environmental friendly way
• Free parking
• Free fruit snacks, free coffee
• Free access to fitness centres
• Company and Team events
• Multicultural team