Service Delivery Manager (SDM)

Are you passionate about technology and like to take on complex technical challenges? Do you want to work in exciting projects at renowned clients? At ALTEN we believe that knowing and meeting the expectations of our consultants is a key factor in our success. Our consultants make the difference. Do you want to make the difference too?





  • Liaise with Architects and relevant third parties to ensure that non-functional requirements are captured and implemented in the solution (performance, capacity, availability, operations, scheduling, automation,…)
  • Support projects by providing specific service delivery requirements during design and build phase
  • Support Service Managers in defining Service Level Agreements for the services under the responsibility of the SDM
  • Coordinate units involved in delivery activities, ensuring compliance within established security policies, process standards and guidelines for the services under the responsibility of the SDM
  • Functionally lead the delivery units to achieve the stated objectives on service delivery
  • Monitor and manage service delivery risks (ISAE3402, audits, security compliance)
  • Establish, maintain and/or supervise contacts with assigned third parties
  • Ensure service-knowledge by sharing process and end-to-end service documentation availability
  • Facilitate continuous improvement of services effectiveness and efficiency


  • Ensuring seamless efficient and effective end-to-end provision of one or more services by combining and coordinating the underlying delivery units
  • Day-to-day service delivery and client satisfaction by achieving the objectives set out in the Service Level Agreements
  • Solid IT knowledge covering many disciplines as well as IT delivery experience in incident, problem and change management
  • Experience in solution design documents and identify service components. Ability to manage relationships with internal and external customers and third parties
  • Background as Program Manager or Project Manager
  • Fluent English, Italian is a plus

We are looking forward to getting to know you and your ambitions!

Activated at 11/02/2020
Locations Lugano
Category Consultants
Contact Irene MAGAGNOLI
Reference AD000354