Luzern

Senior IT Service Manager (a)

15 October 2026
80 – 100%
Permanent position
German (Intermediate)
Ruopigenplatz 1, 6015 Luzern

About the job

Senior IT Service Manager (a)

Service Catalogue, Service Design & Service Level Management | 80% - 100% | Lucerne

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The IT department provides IT services for around 10,000 workstations of the cantonal administration. In the newly aligned customer service, you shape which services we offer, how we describe them, and the quality with which we deliver them. You work closely with the departments, the State Chancellery, and the courts, in a partnership and with plenty of room for your ideas. You orient yourself according to ITIL 4 and work within our SAFe environment.

Your tasks

Responsible for service portfolio and service catalogue: You are responsible for the service catalogue in Matrix42 and further develop the service design. You align the catalogue with the business service model. You systematically include new services from demand management in the catalogue and provide the basis for their presentation in the IT service portal. Together with billing, you ensure that all services have a comprehensible price.
Manage service levels: You are responsible for service level management. You define and negotiate SLAs and OLAs, align them with supplier management on supplier contracts, and continuously monitor them.
Further develop ITSM processes and governance: You develop ITSM processes and governance structures further, orienting yourself on ITIL 4 and ISO/IEC 20000. You actively prepare the planned certification according to ISO/IEC 20000. Additionally, you lead the ITSM board, the decision-making body for ITSM topics.
Lead the specialist group professionally: You lead the service management specialist group professionally, without personnel management, and promote its further development. You work closely with product managers and product owners, technical specialist teams, and the department's staff units.
Ensure and improve quality: You conduct reviews and reporting, derive improvements from them, and confidently represent your topics to internal and external partners.

Your profile

You have a master’s degree in computer science, business informatics, business administration, or a related field. Alternatively, you bring a comparable combination of basic education, advanced training, and many years of relevant professional experience.
With your many years of experience in IT service management and your solid knowledge in service design, service catalogue management, and service level management, you navigate confidently even in complex issues. An ITIL 4 certification at foundation level is a prerequisite; further certifications are an advantage.
You know the processes and interrelations in the ITSM environment very well and have experience in sustainably establishing and further developing processes, governance structures, and standards.
You successfully advance complex specialist projects with strategic significance thanks to your structured, independent working style and methodological know-how. You understand how to involve different stakeholders and achieve impact even without disciplinary authority.
As a communicative, solution- and service-oriented personality, you convince with pronounced moderation skills, initiative, and assertiveness. You have very good German language skills in spoken and written form; English skills are an advantage.

What you can look forward to

Our fields of impact are as diverse as we are.
Environment, infrastructure, finance, security, health, education, and much more - together we shape the canton of Lucerne.

With us, you get ahead.
We offer attractive and exciting career and development opportunities - both in leadership and for subject matter experts.

We work flexibly and smartly.
Mobile-flexible working has a high priority with us. More than half of our employees work part-time and realise their professional goals in harmony with their private commitments.

You benefit with us.
Attractive further training offers , discount platforms for employees, mobile and internet offers, Next Bike, fleet discounts, and other benefits.

All our benefits at a glance

Your employer

Working for the Canton of Lucerne means shaping the future - that of the canton, its residents, and not least your own. More than 7,000 employees in 200 different professions contribute daily to the excellent quality of life in our canton.

The IT Department (DIIN) provides comprehensive IT services for the departments, courts, and schools of the canton of Lucerne. In addition to advising on IT issues in the areas of architecture, security, infrastructure, projects, and applications and providing IT services, it operates the cantonal IT infrastructure in two modern data centres and is responsible for the construction and operation of the complex cantonal communication network.

The "a" in the job title stands for "all". The canton of Lucerne stands for diversity and variety.