IT Operations & Service Delivery Specialist (m/f/d)

IT Operations & Service Delivery Specialist (m/f/d)

Rocken® specialises in recruiting talents and experts from IT consulting and software engineering. We collaborate with the most exciting Swiss IT software manufacturers and consulting firms. Concurrently, we provide a network of established companies digitally and transparently through our closed Rocken® Talent Platform.

For our partners to successfully manage their projects, a collaboration of various specialists from the fields of Agile Business Analysis, Requirements Engineering, Project Management, Software Engineering, Architecture, DevOps, and Security is required.

Are you interested in a new challenge? Then benefit as a Rocken® Talent from our broad network and let us present exciting jobs to you.

Role:

You don’t just want to solve technical problems but also ensure that IT services run smoothly? This position combines demanding system technology with operational service responsibility. We are looking for a technically inclined IT professional who keeps an overview of complex operational processes, ensures service quality, and acts as a central interface between technology, customers, and the service organisation.

Responsibilities:

• Operational control and monitoring of the entire IT service operation

• Ensuring reliable delivery and continuous improvement of technical IT services

• Technical support of system landscapes and assistance with demanding infrastructure issues

• Responsibility for coordinating and escalating complex support and operational cases

• Management of external IT providers and monitoring of agreed service levels

• Definition, monitoring, and further development of service levels and operational quality metrics

• Analysis of service deviations and development of sustainable improvement measures

• Planning and coordination of changes, maintenance windows, and technical releases

• Establishment of efficient incident and problem management processes

• Conducting service reviews and preparing meaningful performance reports

• Optimisation of support processes through standardisation, automation, and modern ITSM tools

• Close collaboration with engineering, infrastructure, and application teams

• Active contribution to a service-oriented and efficient IT operations organisation

Qualifications:

• Education or further training in computer science, system technology, or IT service management

• Several years of experience in technical IT operations or as a system engineer

• Experience in managing and coordinating IT services

• Solid understanding of IT infrastructures, system architectures, and technical operational processes

• Practical experience in support as well as in handling and escalating complex incidents

• Knowledge of ITIL 4 and modern IT service management methods

• Experience with SLA management, service reporting, and performance measurement

• Ideally experience with ITSM platforms such as ServiceNow, Jira Service Management, or Matrix42

• Understanding of provider management, service governance, and continuous service improvement

• Communicative personality with a strong service orientation

• Ability to assess technical and organisational contexts holistically

• Initiative, organisational skills, and a high sense of responsibility

• Home office
• Interesting and varied tasks/projects
• Flexible working hours
• Market- and performance-based salaries
• Comfortable office with modern infrastructure
• Flat hierarchies
• Attractive training and development opportunities

https://rocken.jobs

https://rocken.jobs/application/profil-erstellen/

Work location
Zurich

Contact

Joshua de Boers,
+41443852112