Caritas Schweiz Inland, Caritas Schweiz
Luzern
Service Family Owner (Application & Business Support) 80 - 100 % (m/f/d)
- 08 June 2026
- 80 – 100%
- Luzern
About the job
Doing the right thing. In Switzerland and in around 20 countries on four continents. Join us in our commitment to the vision of a solidaristic society, as
Service Family Owner (Application & Business Support) 80 - 100 % (m/f/d)
The ICT & Digital Organisation of Caritas Switzerland is undergoing a transformation towards a service-oriented organisation with clear services, responsibilities and governance structures. In this role, you will take on the professional and disciplinary leadership of the teams for the Service Families Application Services and Business Support Services.
You ensure the standard-based operation of all Business Application and Business Support Services. You steer the orderly development of new services and service releases. This also includes managing the service portfolios with customer representatives, leading internal initiatives and managing external providers.
As part of the ICT & Digital Leadership Team, you thereby create the foundation for digitally supported business processes and satisfied stakeholders.
Your tasks
Leadership of the Service Families Application Service (ApS) and Business Support Services (BSS)
- Professional leadership and further development of the Service Family Teams
- Ensuring compliance with standardised service management processes (Incident, Requests)
- Creation and communication of recipient-specific Service Reportings
- Ensuring data quality in the Operational Data Store and Service Reporting System
- Operational coordination of collaboration between internal and external stakeholders
- Entrepreneurial responsibility for the Service Families within the ICT service portfolio
- Management and coaching of the associated Service Owners
- Development and implementation of the Service Roadmap
- Responsibility for costs, performance and customer satisfaction
- Contact person for all changes to the service portfolio
- Leadership of two cross-functional performance teams (ApS and BSS)
- Lateral leadership of the Customer Representatives at the Service Family level
- Establishment of a collaborative service culture („One Team“)
- Coordination between Service Families to avoid silos
- Escalation point for operational conflicts
- Contribution to the further development of the ICT & Digital Service Organisation
Our requirements
Professional competencies
We offer
- Several years of experience in IT Service Management or Enterprise Service Management
- Experience with multi-provider environments and service integration
- Sound knowledge of ITIL, SIAM or comparable frameworks
- Experience with portfolio management, SLA management and performance reporting
- Experience in the transformation or further development of service organisations is an advantage
- Experience in leading teams and cross-functional organisations as well as lateral leadership
- Ability to align different stakeholders to common standards and goals
- Strong conflict resolution skills and assertiveness
- Strategic thinking combined with operational implementation power – i.e. partly carrying out tasks yourself
- Entrepreneurial thinking and sense of responsibility
- Structured working method and high affinity for data and processes with a "roll-up-your-sleeves" mentality
- Sensitivity to stakeholder needs
- Enjoyment of change and organisational development
We offer
- A key role in the transformation of the ICT & Digital Organisation
- Scope for shaping the development of a modern service-oriented organisation
- Collaboration with committed teams in Switzerland and internationally
- Modern working models and flexible working hours
Workplace: Lucerne, home office possible
Start date: immediately or by arrangement.
Caritas offers attractive employment conditions and an open working atmosphere in an international environment. For the active development and implementation of the digital transformation, we rely on employees with a digital and agile mindset who enjoy participating in change processes.
For information about this position, please contact Mr Jürgen Enderle, CIO, email jenderle@caritas.ch
We thank you for your interest and look forward to your application via the online portal.
Start date: immediately or by arrangement.
Caritas offers attractive employment conditions and an open working atmosphere in an international environment. For the active development and implementation of the digital transformation, we rely on employees with a digital and agile mindset who enjoy participating in change processes.
For information about this position, please contact Mr Jürgen Enderle, CIO, email jenderle@caritas.ch
We thank you for your interest and look forward to your application via the online portal.
