Prilly
IT Service Management Manager
- 24 July 2026
- 100%
- Permanent position
- Prilly
Job summary
Join SICPA as an IT Service Management Manager, leading service delivery. Enjoy a dynamic work environment with growth opportunities and benefits.
Tasks
- Define and manage IT service delivery using ITIL for private cloud.
- Embed service management ownership in Cloud Operations teams.
- Drive transparency, reporting, and governance in operations.
Skills
- Proven experience in IT service management and ITIL methodologies.
- Strong incident and problem management skills required.
- Excellent stakeholder management and communication abilities.
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About the job
IT Service Management Manager
We are looking for an experienced IT Service Management Manager to define, operate and manage IT service delivery for SICPA's Private Cloud Operations environment using ITIL service management as the foundation.
In this role, you will embed service management capabilities and ownership within Cloud Operations teams, drive transparency and reporting across operational activities, and contribute to the delivery of governance practices covering change management, disaster recovery, security, business continuity and audit. You will also support the setup of newly established.
ROLE
Service Delivery & ITSM
• Define and manage IT service delivery for the private cloud, using ITIL service management as the method
• Embed service-management ownership and mindset within the Cloud Operations team's existing roles
• Drive consistent adoption of the company's ITIL processes within the team's roles
• Strengthen incident and problem management
Governance & Reporting
• Establish transparency, evidence and reporting internally first
• Establish IT KPIs for the infrastructure and operation, and service KPIs for business reviews
• Ensure transparency and adherence reporting for the centrally governed domains (security, business continuity, audit)
Stakeholder Management
• Lead the service relationship with Digital Business Operation team
• Act as the cloud service provider's interface to the consuming business operations
• Understand and channel hosting requirements; report and review hosting service performance
• Maintain the service relationship through reporting and reviews
Change Management & Operational Resilience
• Establish and embed risk-based change management, owned by the team and aligned to the company process
• Ensure the required DRP for each solution is planned, conducted, tracked and formally reported
Community & JV Support
• Participate in the company-wide IT community, exchanging knowledge on best practices with local IT operations
• Support the setup of JV IT organizations
• Act as main liaison with a new JV's IT team and lead the contribution to its setup
