Job
- Level
- Experienced
- Location
- Graz
- Working Model
- Hybrid, Onsite
- Job Field
- IT, Project, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- from 3.954 € gross/month
Job Summary
In this role, you oversee service delivery for our software-based air traffic solutions, coordinate between customers and internal teams, manage SLAs, and drive continuous improvements.
Job Technologies
Your role in the 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.
- Leiten Sie die operative Steuerung mit Kunden und internen Teams: Service-Reviews, Leistungsberichte, Maßnahmenverfolgung und Eskalationsmanagement.
- Coordinate Incident & Major Incident Management to restore service quickly, ensure clear communications, and drive post-incident reviews with actionable follow-ups.
- Führen Sie Problem Management durch, um die Ursachen zu ermitteln, wiederkehrende Vorfälle zu reduzieren und die Service-Stabilität zu verbessern.
- 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.
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Our expectations of you
Education
- Degree in IT, Engineering, Business, or comparable practical experience.
Qualifications
- 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 in English and German (spoken and written).
Experience
- 5+ years in IT Service Management / Service Delivery, ideally in mission- or safety-critical environments (e.g., aviation, transport, healthcare, industrial).
- Nachweisliche Erfahrung in Service Governance, Stakeholder-Management und Berichterstattung auf Führungsebene.
- Experience coordinating cross-functional teams and third-party suppliers in an integrated service model.
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What we offer
- 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.
- Möglichkeiten für das Arbeiten im Homeoffice.
- 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 environmentally 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.
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Benefits
Work-Life-Integration
- ⏸Educational Leave/Sabbatical
- 🚌Excellent Traffic Connections
- 😇Time for External Voluntary Work
- 🕺No Dresscode
- 🅿️Employee Parking Space
- 🙅♂️No All-In Contracts
- 🏠Home Office
- ⏰Flexible Working Hours
Health, Fitness & Fun
- 👨🏻🎓Mentor Program
- 🧠Mental Health Care
- 🚲Bicycle Parking Space
- 👩⚕️Company Doctor
- 🎳Team Events
- 🏋🏿♂️Fitness Offers
- 🙂Health Care Benefits
Higher Take-Home Pay
Food & Drink
Topics You Will Work On
Job Locations
About Your Employer
ADB SAFEGATE Austria
Graz
ADB SAFEGATE offers one of the most extensive product and service portfolios, where the airfield, gate, tower and terminal are the foundation for fully integrated solutions to support airport development and optimize operational procedures.
Description
- Company Size
- 50-249 Employees
- Founding Year
- 2001
- Language
- German, English
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication, Aviation, Space Travel
Employer reviews
by devworkplaces.com
Total
(4 Reviews)3.9
Workingconditions
4.2Culture
4.1Career Growth
3.6Engineering
3.6
Service Delivery Manager
- Salary
- from 3.954 € gross/monthEstimated net salary based on the gross salary in the job ad.from 2.702 € net/month
- Location
- Graz
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
