Service Delivery Manager m/f/d

Worldwide and 24/7, air traffic controllers rely on our software and services to keep airport operations safe, stable, and efficient. As a Service Delivery Manager, you ensure the agreed service outcomes for our Air Traffic Control (ATC) solutions — from operational governance and service reporting to incident coordination, change control, and continual improvement.

You act as the central interface between customers, internal delivery teams, and third-party partners, translating operational needs into measurable service levels and driving improvements that increase availability, performance, and customer satisfaction in a mission- and safety-critical environment.Be part of this challenge and join our team to work on the following tasks: Roles and Responsibilities:Own end-to-end service delivery for safety-critical software/services, ensuring customer satisfaction and compliance with contractual and regulatory requirements (including change, bugfix & maintenance deliveries)Define and manage SLAs/OLAs/UCs, including service scope, KPIs, measurement methods, and reporting cadenceLead operational governance with customers and internal teams: service reviews, performance reporting, action tracking, and escalation managementCoordinate Incident & Major

Incident Management to restore service quickly, ensure clear communications, and drive post-incident reviews with actionable follow-upsDrive Problem Management to identify root causes, reduce recurring incidents, and improve service stabilityOversee Change Enablement: risk/impact assessment, authorization, communication, and implementation with minimal disruption (including delivery planning and coordination)Manage service financials: budgeting, forecasting, cost control, and transparency on consumption/cost driversEnsure service quality and continual improvement by maintaining CSI backlogs, prioritizing improvements, and tracking realized benefitsManage supplier and vendor performance against underpinning contracts and coordinate third parties for integrated service deliveryMaintain service documentation: service descriptions, runbooks, escalation paths, operational procedures, and

compliance evidenceSupport pre-sales and transitions: contribute to service design, quotations, change requests, and smooth onboarding into operationsSkills Required:Degree in IT, Engineering, Business, or comparable practical experience5+ years in IT Service Management / Service Delivery, ideally in mission- or safety-critical environments (e.g., aviation, transport, healthcare, industrial)Strong working knowledge of ITIL practices (esp.

Service Level, Incident/Major Incident, Problem, Change Enablement, Continual Improvement)ITIL 4 certification (Foundation minimum; Managing Professional / Strategist desirable)Proven experience with service governance, stakeholder management, and executive-level reportingCompetence in service financial management (budgeting, forecasting, cost control)Experience coordinating cross-functional teams and third-party suppliers in an integrated service modelFamiliarity with ITSM tools and metrics (e.g., ServiceNow, Jira Service Management, BMC, etc.)Excellent communication, negotiation, and escalation skills; structured and calm under pressureFluent English and German (spoken and written)We offer:A workplace that celebrates diversity, entrepreneurship and collaborationWe provide the opportunity to learn, grow and realize your potentialExciting projects in the aviation industry, numerous

benefits and a comprehensive onboarding are waiting for youFlexible working hoursPossibilities for working from homeTax-free food subsidyPublic transport subsidyA work environment where our products help to reduce CO2 emissions in air trafficAn office in Graz, which is operated in a sustainable and environmental friendly way. We are ISO 14001 certifiedMore benefits:Free parkingFree fruit snacks, free coffeeFree access to fitness centresCompany and Team eventsMulticultural teamAs required by Austrian law, we are obligated to state this minimum salary. The minimum salary according to the IT collective agreement for this position is EUR 3,954.00 gross per month (14 times per year). Depending on the respective experience level and personal profile, we offer an attractive overpayment.