IT Service Delivery Manager - Demand & Supply

IT Service Delivery Manager - Demand & Supply

Job Purpose

Manage the flow of demand into IT and the controlled introduction of change into the production environment, and ensure that internal and external service providers deliver reliably against agreed contracts, capacity and quality standards.

Main Tasks & responsibilities

Demand & Capacity Management

• Operate the demand process in ServiceNow, from intake and qualification to prioritization and hand-over.
• Ensure transparency of the demand pipeline and committed capacity; support capacity planning with the infrastructure and application teams.
• Report on demand throughput and capacity commitments and derive improvement actions.

Change & Release Management

• Operate change management: intake, risk and impact assessment, CAB facilitation, authorization, post-implementation review.
• Own release and transition planning, including conflict and freeze management and go-live readiness across providers.
• Ensure change and release processes are implemented and measured in ServiceNow and aligned with architecture and security requirements.

Vendor & Supplier Management

• Manage provider onboarding, SLA and performance reviews and escalations.
• Support the contract lifecycle with Procurement and Service Owners, including renewals and scope and pricing changes.
• Report on supplier performance against agreed service levels.

Profiles

• Degree in Information Technology, Business Information Systems, Business Administration or equivalent practical experience.
• 8+ years of experience in IT demand, change, release or vendor management, ideally in a multi-provider environment.
• Practical experience in operating change and release management, including CAB facilitation and release planning across internal and external parties.
• Experience in supplier and contract management, including SLA reviews, escalation handling and performance reporting.
• Hands-on experience with the ServiceNow modules for Demand, Change, Release and Supplier / Performance Management, including reporting and dashboards.
• Good understanding of ITSM processes and their end-to-end integration; ITIL 4 certification is an advantage.
• Structured and quality-focused way of working with strong coordination, negotiation and stakeholder management skills.
• Fluent in English

Datwyler

People make the difference at Datwyler. We offer a wide range of career and development opportunities in an international company where you can contribute your skills, ideas and experience. Together, we create an environment where people can grow and help shape our future.