Job
- Level
- Erfahren
- Job Feld
- IT, Project, System
- Anstellung
- Vollzeit
- Vertragsart
- Unbefristetes Dienstverhältnis
- Gehalt
- ab 3.954 € Brutto/Monat
- Ort
- Graz
- Arbeitsmodell
- Hybrid, Onsite
Job Zusammenfassung
In dieser Rolle überwachst du die Servicebereitstellung für unsere softwaregestützten Luftverkehrslösungen, koordinierst zwischen Kunden und internen Teams, verwaltest SLAs und treibst kontinuierliche Verbesserungen voran.
Job Technologien
Deine Rolle im Team
- 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.
- 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 cadence.
- Lead operational governance with customers and internal teams: service reviews, performance reporting, action tracking, and escalation management.
- Coordinate Incident & Major Incident Management to restore service quickly, ensure clear communications, and drive post-incident reviews with actionable follow-ups.
- Drive Problem Management to identify root causes, reduce recurring incidents, and improve service stability.
- Oversee 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 drivers.
- Ensure service quality and continual improvement by maintaining CSI backlogs, prioritizing improvements, and tracking realized benefits.
- Manage supplier and vendor performance against underpinning contracts and coordinate third parties for integrated service delivery.
- Maintain service documentation: service descriptions, runbooks, escalation paths, operational procedures, and compliance evidence.
- Support pre-sales and transitions: contribute to service design, quotations, change requests, and smooth onboarding into operations.
Unsere Erwartungen an dich
Ausbildung
- Degree in IT, Engineering, Business, or comparable practical experience.
Qualifikationen
- 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).
- Competence in service financial management (budgeting, forecasting, cost control).
- Familiarity with ITSM tools and metrics (e.g., ServiceNow, Jira Service Management, BMC, etc.).
- Excellent communication, negotiation, and escalation skills; structured and calm under pressure.
- Fluent English and German (spoken and written).
Erfahrung
- 5+ years in IT Service Management / Service Delivery, ideally in mission- or safety-critical environments (e.g., aviation, transport, healthcare, industrial).
- Proven experience with service governance, stakeholder management, and executive-level reporting.
- Experience coordinating cross-functional teams and third-party suppliers in an integrated service model.
Unser Angebot
- We offer a workplace that celebrates diversity, entrepreneurship and collaboration.
- We provide the opportunity to learn, grow and realize your potential.
- Exciting projects in the aviation industry, numerous benefits and a comprehensive onboarding are waiting for you.
- Flexible working hours.
- Possibilities for working from home.
- Tax-free food subsidy.
- Public transport subsidy.
- A work environment where our products help to reduce CO2 emissions in air traffic.
- An office in Graz, which is operated in a sustainable and environmental friendly way.
- We are ISO 14001 certified.
- As 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.
Benefits
Work-Life-Integration
- ⏸Bildungskarenz/Auszeit
- 🚌Gute Anbindung
- 😇Zeit für ehrenamtliche Tätigkeit
- 🕺No Dresscode
- 🅿️Mitarbeiterparkplatz
- 🙅♂️No All-In-Verträge
- 🏠Home Office
- ⏰Flexible Arbeitszeiten
Gesundheit, Fitness & Fun
- 👨🏻🎓Paten- & Mentor- Programm
- 🧠Psychische Gesundheitsv.
- 🚲Fahrradabstellplatz
- 👩⚕️Betriebsarzt
- 🎳Team Events
- 🏋🏿♂️Fitness Angebote
- 🙂Gesundheitsförderung
Mehr Netto
Essen & Trinken
Themen mit denen du dich im Job beschäftigst
Job Standorte
Das ist dein Arbeitgeber
ADB SAFEGATE Austria
Graz
ADB SAFEGATE ist weltweit maßgeblich beteiligt den Flugbetrieb effizienter und sicherer zu machen. Als globaler Akteur sind wir Partner für Flughäfen weltweit. Mit über 1.200 MitarbeiterInnen und Zentrale in Belgien sind wir in den Kompetenzbereichen Tower, Gate, Airfield Lights und Services tätig. ADB SAFEGATE Austria GmbH ist spezialisiert auf die Entwicklung und weltweite Auslieferung von Software und Systemen für die Flugsicherung (Tower) und Andockleitsysteme (Gate) und entwickeln Software für Flughäfen „made in Graz“.
Description
- Unternehmensgröße
- 50-249 Employees
- Gründungsjahr
- 2001
- Sprachen
- Deutsch, Englisch
- Unternehmenstyp
- Etablierte Firma
- Arbeitsmodell
- Hybrid, Onsite
- Branche
- Internet, IT, Telekom, Luft-, Raumfahrt
Arbeitgeber-Reviews
von devworkplaces.com
Gesamt
(4 Bewertungen)3.9
Workingconditions
4.2Culture
4.1Career Growth
3.6Engineering
3.6
Service Delivery Manager
- Gehalt
- ab 3.954 € Brutto/MonatNetto aus dem Bruttogehalt im Inserat umgerechnet.ab 2.702 € netto/Monat
- Ort
- Graz
- Arbeitsmodell
- Hybrid, Onsite
- Diversität
- Für alle Personen geeignet (m/w/d)
