IT Service Delivery Manager

What you'll do

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 world’s largest particle physics laboratory.

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

Your responsibilities

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.
Define, negotiate, and manage SLAs and OLAs to guarantee compliance.
Regularly review service performance with clients and internal stakeholders to maintain alignment and quality.
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.
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.
Identify and implement opportunities for improving service delivery processes.
Conduct regular service reviews and promote a culture of continuous improvement within the teams.
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.

Still here? Let's make a quick check about

Your profile

The successful candidate should have demonstrated experience in Service Delivery Management, preferably in the field of IT.
Establishing Service Delivery Management in large organisations.
Strong knowledge of ITIL framework (ITIL v4 certification preferred).
Experience with ServiceNow or similar ITSM platforms.
Master's degree or equivalent relevant experience in the field of Computer Science or a related field.
ITIL Certification or equivalent.

Your skills

Project management.
Change management.
Service management.
Process analysis, definition and improvement.
Identifies, defines and assesses problems, takes action to address them.
Delivers high quality work on time and fulfils expectations.
Ensures that information, procedures and decisions are appropriately documented.
Shows a sincere interest in the concerns and perspectives of others
Spoken and written English, with a commitment to learn French.

Ideal start date: 01/04/2026

Contract duration: 60 month contract

Grade range: 6

Benchmark job: 200020 - Computing Engineer

Job flexibility: Hybrid

Employment conditions

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

Global Benefits at CERN

A minimum entry-salary of 9113 Swiss Francs per month (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 CERN’s 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.

Let's get you ready

Be sure to meet the eligibility criteria

You are a national of a CERN Member State or Associate Member State.
You have relevant qualifications and professional experience.
If you have previously held a Staff contract at CERN, you will not be eligible for these positions.
Please pay attention to the additional criteria and requirements for this specific position and mentioned above.

You will need these documents to complete your application

Your CV (English or French)
Any document you consider relevant to your application

Your CERNDepartment

The IT department delivers essential information technology services, including data processing, storage, and network support for CERN's experiments and infrastructure, while also driving innovation through advanced research and development.

Overview of CERN

Discover a world where the impossible is made possible!

At CERN, the European Organization for Nuclear Research, we are pushing the frontiers of science and technology. Our groundbreaking work brings together not only physicists but also a diverse range of professionals from engineering, technical, scientific, and administrative fields. Together, we foster an environment where innovation and collaboration thrive.

Every day, we face exciting new challenges and opportunities to contribute to cutting-edge research that shapes our understanding of the universe. We meet these challenges through the diverse perspectives within our teams, ensuring every contribution is valued and driving our shared sense of inclusion and purpose. Diversity is a core value of CERN since its foundation, and it remains central to our mission and continued success.

If you are ready to be part of a dynamic, inclusive community pushing the boundaries of knowledge, CERN is the place where your curiosity and skills can thrive. Be part of our mission to uncover what lies at the heart of the universe! TAKE PART!

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Apply now Allow 15 minutes to complete your online application

Still have a doubt ? Here are the most frequently asked questions

What should I expect during my first week at CERN?

Your onboarding at CERN includes a comprehensive induction programme, which starts with an official welcome session at the beginning of each month. In addition, you will receive important information both before and after your arrival to ensure a smooth transition into your new role. This process is designed to help you get acquainted with CERN’s environment, your team, and the tools and systems you’ll be using.
How big would the team be?

The size of the team you'll be working with at CERN depends on the specific role and department. Some teams are small and highly specialized, while others are larger and more interdisciplinary. During the interview process, you'll have the opportunity to learn more about the team structure for the position you are applying for.
What is the working language at CERN?

The working languages at CERN are English and French. However, it is not always mandatory to speak both languages to work at CERN. We offer language training to help you acquiring the other language.
What support does CERN provide for relocation?

CERN does not offer direct assistance with relocation. However, depending on your role and specific criteria, you may be eligible for certain benefits such as an installation allowance and coverage of travel expenses to join CERN. These benefits are designed to help ease the transition when relocating to the Geneva area. For more information, please consult the “Salary, Benefits and Support“ page.
Do I need a visa to work at CERN?

Whether you need a visa to work at CERN depends on your nationality and the duration of your stay. CERN assists with the necessary visa and work permit processes for its employees and visitors. The specific requirements will be communicated to you during the recruitment process.
What would my salary be?

Salaries at CERN are determined by a structured scale. Salaries are based on your role, qualifications, and experience, and are not subject to negotiation. Specific details will be provided as your application progresses. For more information, please refer to the dedicated page.