Caritas Schweiz Inland, Caritas Schweiz
Luzern
SMO Head 80 - 100 % (m/f/d)
- 16 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 committing to the vision of a solidaristic society, as
SMO Head 80 - 100 % (m/f/d)
Caritas Switzerland is committed to people in need – in Switzerland and worldwide. 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 process, we are building a Service Management Office (SMO) as a central integration and control function. In this key role, you will take on the professional leadership of the Service Management Office (SMO) and simultaneously be responsible for a Service Family within our service portfolio. You ensure standardised service management processes, transparent control data and effective collaboration between internal teams and external providers. This creates the foundation for a reliable, integrated and controllable service organisation for around 1,100 employees worldwide.
Your tasks
Leadership of the Service Management Office
- Professional leadership and further development of the Service Management Office (SMO)
- Ensuring standardised service management processes (Incident, Change, Problem, Request)
- Establishment and operation of a central Service Performance Reporting
- Ensuring data quality in the Operational Data Store / Reporting System
- Operational orchestration of collaboration between internal and external service providers
- Entrepreneurial responsibility for a Service Family within the ICT service portfolio
- Management and coaching of the associated Service Owners
- Development and implementation of the Service Roadmap
- Responsibility for budget, performance and customer satisfaction of the services
- Gatekeeper for portfolio changes (new services, changes, retirements)
- Leading a cross-functional team
- Establishing a collaborative service culture („One Team“)
- Coordination between service families to avoid silos
- Escalation point for operational conflicts between teams or providers
- Contribution to the further development of the ICT & Digital Service Organisation
Our requirements
Professional competencies
- Several years of experience in IT Service Management or Enterprise Service Management
- Experience with multi-provider environments and service integration
- Solid knowledge of ITIL 4, SIAM or comparable frameworks
- Experience with service portfolios, SLAs and performance reporting
- Experience in the transformation or further development of service organisations is an advantage
- Experience in leading teams or cross-functional organisations
- Ability to align different stakeholders on common standards and goals
- Strong conflict resolution skills and assertiveness
- Strategic thinking combined with operational implementation skills
- Entrepreneurial thinking and sense of responsibility
- Structured working style and high affinity for data and processes
- Strong stakeholder management
- Enjoyment of change and organisational development
The workplace is Lucerne, the position involves short assignments abroad.
Start date: or by arrangement.
Caritas offers attractive employment conditions and an open working atmosphere at the heart of social issues. For the transformation towards role-based work, we rely on employees with a digital and agile mindset who enjoy participating in change processes and taking responsibility.
For information about this position, please contact Mr Jürgen Enderle, CIO / Head of ICT Department, phone +41 41 419 22 24.
We thank you for your interest and look forward to receiving your application by ……… via the online portal.
Caritas Switzerland, Adligenswilerstrasse 15, 6002 Lucerne
www.caritas.ch
Start date: or by arrangement.
Caritas offers attractive employment conditions and an open working atmosphere at the heart of social issues. For the transformation towards role-based work, we rely on employees with a digital and agile mindset who enjoy participating in change processes and taking responsibility.
For information about this position, please contact Mr Jürgen Enderle, CIO / Head of ICT Department, phone +41 41 419 22 24.
We thank you for your interest and look forward to receiving your application by ……… via the online portal.
Caritas Switzerland, Adligenswilerstrasse 15, 6002 Lucerne
www.caritas.ch
