IT Service Delivery Manager; IT-RMLD

Position: IT Service Delivery Manager (IT-RMLD)
Location: Genf

Introduction

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 worlds largest particle physics laboratory.

The IT Service Delivery Manager leads ITSM governance and continuous improvement in a collaborative environment where Service Now 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.

Qualifications

• Masters 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 Service Now 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.

Eligibility and Closing Date

Diversity has been an integral part of CERNs mission since its foundation and is an established value of the Organization. Employing a diverse workforce is central to our success. We welcome applications from all Member States and Associate Member States.

This vacancy will be filled as soon as possible and applications should normally reach us no later than 07.01.2026 at 23 : 59 CET .

Employment Conditions

Contract type:
Limited duration contract (5 years). Subject to certain conditions holders of limited-duration contracts may apply for an indefinite position.

Working Hours:

40 hours per week

Job Flexibility:
Hybrid

Job grade: 6-7

Job reference: IT-RMLD

Field of work:
Software Engineering and IT

Benchmark

Job Title:

Computing Engineer

This position involves

• Work during nights Sundays and official holidays when required by the needs of the Organization.

Global Benefits

• 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 CERNs 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.

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