About the role

The Service Delivery Manager is responsible for maintaining operational stability and service performance for a major customer. This role involves coordinating IT operations, designing efficient workflows, and leading continuous improvement initiatives to ensure structured and scalable service delivery.

What they look for

Service delivery management IT operations Network management ITIL Process design Kaizen Stakeholder management Business analysis Operational governance KPI definition SLA management Business case preparation Technical team coordination Reporting Workflow optimization

Requirements

Candidates must have at least 5 years of experience in service delivery or IT operations and hold an ITIL certification. Experience in network management and the ability to facilitate meetings are essential, while knowledge of the automotive industry or Japanese corporate culture is considered a plus.

Benefits

Competitive compensation package Annual performance and salary reviews Monthly meal vouchers Premium private health coverage Extra vacation days Yearly training budget Cutting-edge tech setup

Full description

🚀 Ready to Make an Impact? MORO TECH is a tech house with a global team on a mission to empower businesses to succeed through business transformation solutions, data-driven strategies and a deep technical expertise.

Imagine being part of a team working alongside one of the world’s largest OEMs and shaping the future of the industry.

Here, your ideas are not just welcomed, they are essential! We thrive on creativity, value diverse perspectives and foster an environment where everyone’s contributions are valued. If you are driven by the sense of doing meaningful work and growing in a dynamic company, let’s connect!

The impact of the role:As a Service Delivery Manager, you will be responsible for service management and operational stability for a major customer, ensuring stable operations, high service performance and continuous improvement. You will help translate operational needs, service delivery challenges, and business priorities into clear processes, structured plans, actionable improvements, and management-ready outputs.

You will work across customer service delivery, internal IT operations, process design, Kaizen initiatives, reporting, business case preparation, and technical team coordination. The role combines business analysis, operational governance, stakeholder management, and continuous improvement, helping the IT function become more structured, scalable, and proactive.

On a typical day, you will:

Coordinate Service Delivery activities, tracking priorities, risks, dependencies, and actions.
Support IT operations, including onboarding, offboarding, assets, access, service requests, and controls.
Analyse processes, identify pain points, and design clearer, more efficient workflows.
Lead or support Kaizen and continuous improvement initiatives across IT and service delivery projects.
Prepare operational reports, dashboards, status updates, meeting materials, and management summaries.
Gather data from tools, tickets, meetings, and stakeholders to support decisions.
Define and track KPIs, SLAs, risks, action plans, and improvement measures.
Prepare business cases for tools, staffing, process changes, outsourcing, automation, or technology investments.
Coordinate with technical teams to clarify priorities, remove blockers, and make progress visible.
Support prioritisation of requests, projects, incidents, improvements, and operational tasks.
Document processes, decisions, responsibilities, and ways of working.
Translate operational or technical topics into clear business language for stakeholders and management.
Facilitate workshops, follow-ups, retrospectives, and problem-solving sessions.
Challenge inefficient ways of working and propose practical improvements.
Help ensure IT work is structured, measurable, and aligned with company priorities.

In order to be successful in this role you will need:

5 years of experience in service delivery or IT operations
Experience in network management or service management.
Certification of ITIL
Experience in leading and facilitating meetings.
Experience or interest in Automotive industry is a plus.
Experience in large Japanese corporate environment and culture is a plus.

Perks that match your passion:At MORO TECH, we don’t just talk about supporting our team, we build it into everything we do. Here’s how we invest in you.

💰 Your Expertise Rewarded

A competitive compensation package that grows with your impact.
Annual Performance and Salary Reviews to celebrate your progress.

⚡Supporting Your Daily Success

Monthly Meal Vouchers to fuel your creativity.
Premium Private Health Coverage for you and your family.
Extra vacation days to recharge and explore.

🌱 Never Stop Growing

Yearly training budget to master new skills.
Cutting-edge tech setup with optional upgrades to customize your gear.
Structured growth plans and regular progress check-ins.

A glimpse at our principles:We move at the speed of culture. We are always evolving, staying relevant through agility and an entrepreneur spirit.

We feel comfortable with the unknown. Innovation requires embracing uncertainty, and we do so with confidence and creativity.

We act with passion. Whether we’re achieving our goals or learning from a failure, we do it passionately.

We enjoy being diverse. We are committed to fostering an environment where we can celebrate and embrace our diversity and each person's individuality so that people can bring their whole selves to work.