SERVICE DELIVERY MANAGER

About Atos Group

Atos Group is a global leader in digital transformation with c. 54,000 employees and annual revenue of c. €7.2 billion (at the go-forward perimeter), operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is listed on Euronext Paris. 

About Eviden

Eviden is the Atos Group brand focused on cybersecurity products, mission-critical systems and vision AI. A trusted partner to public and private sector organizations, Eviden deploys advanced analytics capabilities and helps ensure the robustness, continuity and resilience of its customers’ operations. Leveraging more than 2,200 experts and 720 patents, Eviden helps protect people, data and critical infrastructures worldwide, at the convergence of intelligence, sovereignty and trust.

• Own and oversee the end-to-end delivery of services within Release Management, Development Testing, and Level 2 Service Desk operations.
• Ensure services are delivered in accordance with agreed SLAs, KPIs, contractual commitments, operational procedures, and customer expectations.
• Act as the primary operational point of contact for customers and build strong, trusted relationships.
• Monitor, analyze, and report on service performance, preparing dashboards, service reports, and management presentations.
• Lead service review meetings, governance forums, and operational discussions with customers and internal stakeholders.
• Identify, assess, and proactively manage operational risks, service issues, customer escalations, and major incidents.
• Coordinate cross-functional teams, suppliers, and service providers to ensure consistent service quality and operational excellence.
• Ensure effective execution of Incident, Problem, Change, Release, and Service Request Management processes in line with ITIL best practices.
• Support major incident management, including communication, escalation handling, and post-incident reviews.
• Support service transition activities and ensure operational readiness for new or changed services.
• Monitor supplier performance and maintain effective operational relationships with internal and external partners.
• Drive Continuous Service Improvement (CSI) initiatives to enhance service performance, efficiency, and customer satisfaction.
• Establish and maintain operational documentation, knowledge bases, and support structures.

• Proven experience as a Service Delivery Manager, IT Service Manager, or in a similar customer-facing IT operations role.
• Extensive experience managing IT services, service governance, SLAs, KPIs, and contractual commitments.
• Proven ability to manage operational service delivery and coordinate cross-functional technical teams.
• Experience in Incident, Problem, Change, Release, and Major Incident Management within complex IT environments.
• Strong experience with service reporting, performance management, and data-driven decision-making.
• Experience identifying, mitigating, and managing operational risks and escalations.
• Experience driving service improvement initiatives and operational excellence.
• Ability to work independently, take ownership, and drive actions through completion.
• Excellent communication, stakeholder management, and organizational skills.
• Strong customer and service orientation with the ability to manage expectations effectively.
• Good understanding of infrastructure, cloud, workplace, and managed services environments.
• Experience working in multi-vendor and multi-supplier environments is an advantage.
• ITIL Foundation certification or equivalent service management experience is preferred.
• Familiarity with ITIL 4 practices and modern service management principles is desirable.
• Very good German and good English language skills, both written and spoken.

• Strong practical knowledge of ITIL principles and IT Service Management processes.
• Good understanding of Incident, Problem, Change, Release, Service Request, and Service Level Management.
• Experience with SLA monitoring, service governance, and management reporting.
• Experience with ITSM platforms such as ServiceNow, Remedy, or similar tools.
• Ability to analyze service performance metrics and drive improvement actions.
• Understanding of service transition, change implementation, and operational readiness.
• Knowledge of continuous service improvement methodologies and best practices.

• Excellent communication and stakeholder management skills.
• Strong customer focus and relationship-building abilities.
• Excellent planning, organizational, and reporting skills.
• Ability to manage multiple priorities and perform effectively under pressure.
• Strong problem-solving and decision-making capabilities.
• Ability to influence stakeholders and drive outcomes without direct authority.
• Proactive, resilient, adaptable, and results-oriented mindset.
• Strong collaboration and teamwork skills.

• Opportunity to work in a dynamic and customer-focused environment.
• Exposure complex service operations and strategic customer relationships.
• Collaboration with experienced professionals across international teams.
• High level of autonomy, visibility, and influence on customer success.
• Professional development through training, certifications, and career growth opportunities.
• Participation in service innovation and continuous improvement initiatives.
• Flexible and hybrid working arrangements.
• Inclusive and collaborative company culture.

#Eviden

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment. 

Let’s grow together.