IT Service Delivery Manager (IT-RM-2025-259-LD)

Join CERN, the European Organization for Nuclear Research, in a pivotal role. Work in a dynamic environment that supports innovation and collaboration.

Tasks

• Lead IT service delivery, focusing on continuous improvement.
• Manage service performance metrics and ensure compliance with SLAs.
• Implement user-facing service catalog for enhanced transparency., Are you an experienced Service Delivery Manager interested in delivering continuous improvement of IT services used by CERN scientists, engineers and administrative personnel? Then join our team to contribute to one of the most incredible scientific experiments, hosted at the world's largest particle physics laboratory. The IT Service Delivery Manager leads ITSM governance and continuous improvement in a collaborative environment where ServiceNow development and consulting teams operate in separate units. This role will retain critical expertise within the IT department, focusing on service portfolio management, process governance, KPI analysis, product ownership for ITSM tools, and the creation of a user-facing service catalogue that enhances transparency and user experience.

Functions:

As IT Service Delivery Manager, you will be responsible for the entire service delivery lifecycle. More specifically, your functions will include:

IT Service Portfolio Management:

• Ensure the effective delivery of IT services to clients and users according to SLAs.
• Monitor and report on service performance metrics and manage the full-service delivery lifecycle from planning through execution and review.

Service Level Management:

• Define, negotiate, and manage SLAs and OLAs to guarantee compliance.
• Regularly review service performance with clients and internal stakeholders to maintain alignment and quality.

Incident and Problem Management:

• Oversee the incident management process to ensure timely resolution of issues.
• Coordinate problem management activities to identify root causes and support their resolution, while ensuring proper communication and documentation.

Change Management:

• Manage the change process to ensure all changes are planned, assessed, approved, and implemented with minimal disruption.
• Coordinate with stakeholders to evaluate impacts and maintain accurate documentation and communication.

Continual Service Improvement:

• Identify and implement opportunities for improving service delivery processes.
• Conduct regular service reviews and promote a culture of continuous improvement within the teams.

User-Facing Service Catalog:

• Establish and maintain a comprehensive service catalog that clearly communicates available IT services to end users.
• Ensure the catalog remains accurate, user-friendly, and aligned with business needs., * Work during nights, Sundays and official holidays, when required by the needs of the Organization.

• Master's degree in Computer Science or related field required.
• Strong knowledge of ITIL framework and ServiceNow.
• Excellent project and change management skills., * Master's degree or equivalent relevant experience in the field of Computer Science or a related field.
• ITIL Certification or equivalent.

Experience:

The successful candidate should have demonstrated experience in Service Delivery Management, preferably in the field of IT. Experience in the following would be an asset:

• Establishing Service Delivery Management in large organisations.
• Strong knowledge of ITIL framework (ITIL v4 certification preferred).
• Experience with ServiceNow or similar ITSM platforms.

Technical competencies:

• Project management.
• Change management.
• Service management.
• Process analysis, definition and improvement.

Behavioural competencies:

• Solving Problems: identifying, defining and assessing problems, taking action to address them.
• Achieving Results: delivering high quality work on time and fulfilling expectations.
• Communicating Effectively: ensuring that information, procedures and decisions are appropriately documented.
• Building Relationships: showing a sincere interest in the concerns and perspectives of others.

Language skills:

• Spoken and written English, with a commitment to learn French.

• A competitive salary (tax free), increasing in line with your years of relevant experience.
• 30 days of paid leave per year plus 2 weeks annual closure.
• Coverage by CERN's comprehensive health insurance scheme (for yourself, your spouse and children), and membership of the CERN Pension Fund.
• Family, child and infant monthly allowances depending on your individual circumstances.
• A relocation package (installation grant, removal, travel expenses) depending on your individual circumstances.
• Possibility to extend your contract up to 8 years + eligibility for indefinite contract tenure.

At CERN , the European Organization for Nuclear Research, physicists and engineers are probing the fundamental structure of the universe. Using the world's largest and most complex scientific instruments, they study the basic constituents of matter - fundamental particles that are made to collide together at close to the speed of light. The process gives physicists clues about how particles interact and provides insights into the fundamental laws of nature., At CERN, the European Organization for Nuclear Research, we are pushing the frontiers of science and technology. Our groundbreaking work brings together not only physicists but also a diverse range of professionals from engineering, technical, scientific, and administrative fields. Together, we foster an environment where innovation and collaboration thrive. Every day, we face exciting new challenges and opportunities to contribute to cutting-edge research that shapes our understanding of the universe. We meet these challenges through the diverse perspectives within our teams, ensuring every contribution is valued and driving our shared sense of inclusion and purpose. Diversity is a core value of CERN since its foundation, and it remains central to our mission and continued success. If you are ready to be part of a dynamic, inclusive community pushing the boundaries of knowledge, CERN is the place where your curiosity and skills can thrive. Be part of our mission to uncover what lies at the heart of the universe! TAKE PART!