IT Service Delivery Manager

Job Posting Organization:
CERN, the European Organization for Nuclear Research, is a leading scientific research institution established in 195

• It is located in Geneva, Switzerland, and employs over 2,500 staff members from more than 100 nationalities. CERN operates in multiple countries, focusing on fundamental physics research and the development of advanced technologies. Its mission is to explore the fundamental structure of the universe, utilizing the world's largest and most complex scientific instruments to study the basic constituents of matter.

Job Overview:
The IT Service Delivery Manager at CERN plays a crucial role in enhancing the IT services utilized by scientists, engineers, and administrative personnel. This position is pivotal in ensuring the continuous improvement of IT services through effective governance and collaboration. The manager will lead the IT Service Management (ITSM) processes, focusing on service portfolio management, process governance, and the development of a user-friendly service catalog. The role requires a proactive approach to managing the entire service delivery lifecycle, ensuring that IT services meet the needs of users and align with organizational goals. The IT Service Delivery Manager will also be responsible for monitoring service performance metrics, managing service level agreements (SLAs), and fostering a culture of continuous improvement within the IT department.

Duties and Responsibilities:
The IT Service Delivery Manager will have a comprehensive set of responsibilities, including:

• IT Service Portfolio Management: Ensure effective delivery of IT services according to SLAs, monitor service performance metrics, and manage the full service delivery lifecycle from planning to execution and review.
• Service Level Management: Define, negotiate, and manage SLAs and operational level agreements (OLAs), regularly reviewing service performance with clients and stakeholders.
• Incident and Problem Management: Oversee the incident management process for timely issue resolution and coordinate problem management activities to identify root causes.
• Change Management: Manage the change process to ensure all changes are planned, assessed, approved, and implemented with minimal disruption.
• Continual Service Improvement: Identify and implement opportunities for improving service delivery processes and conduct regular service reviews.
• User-Facing Service Catalog: Establish and maintain a comprehensive service catalog that communicates available IT services to end users, ensuring it is accurate and user-friendly.

Required Qualifications:
Candidates must possess a Master's degree or equivalent relevant experience in Computer Science or a related field. Additionally, ITIL Certification or equivalent is required. The ideal candidate should have demonstrated experience in Service Delivery Management, particularly within IT, and a strong knowledge of the ITIL framework, preferably with ITIL v4 certification. Experience with ServiceNow or similar ITSM platforms is also advantageous.

Educational Background:
A Master's degree in Computer Science or a related field is essential for this position. Equivalent relevant experience may also be considered in lieu of formal education. The educational background should provide a solid foundation in IT service management principles and practices.

Experience:
The successful candidate should have substantial experience in Service Delivery Management, ideally within large organizations. Experience in establishing Service Delivery Management frameworks and processes is highly desirable. Familiarity with project management, change management, and service management is also important, along with a proven track record of process analysis, definition, and improvement.

Languages:
Fluency in spoken and written English is mandatory, with a commitment to learn French being a valuable asset. Proficiency in additional languages may enhance communication within the diverse CERN community.

Additional Notes:
This position is a limited duration contract for 5 years, with the possibility of extension up to 8 years and eligibility for an indefinite contract tenure. The job requires a commitment of 40 hours per week, with hybrid work flexibility. The role may involve working during nights, Sundays, and official holidays as required by the organization's needs. The job grade is classified as 6-7, and the reference for this position is IT-RM-2025-259-LD. CERN offers a competitive salary that is tax-free, along with 30 days of paid leave per year, comprehensive health insurance coverage, and various family allowances. A relocation package is also available depending on individual circumstances.