Sr. ICT Service Manager

About the job

• Strategically further develop IT Service Management – design ITSM strategy, governance and processes, and continuously professionalise the service management organisation.
• Take responsibility for the service portfolio – build and further develop business services, service catalogue, budgeting, cost allocation and provider management.
• Ensure end-to-end service quality – define, negotiate and control compliance with service standards, SLAs and OLAs at a higher level.
• Establish service performance and governance – implement KPI-based monitoring, meaningful reporting and effective control models.
• Further develop ITSM platforms – strategically use ServiceNow and other service management tools and optimise their deployment.
• Shape strategic provider and sourcing management – manage provider services, further develop sourcing strategies and ensure cost-effectiveness and service excellence.
• Create financial transparency – develop service cost models, professionalise budgeting and establish cause-based cost allocation.
• Drive transformation and continual service improvement – advise management, identify optimisation potential and anchor sustainable changes in the service organisation.

• Completed studies in (business) informatics, equivalent training or comparable qualification with many years of relevant professional experience.
• At least 8 years of professional experience in IT service management, including several years in a senior, lead or comparable responsible role.
• Proven experience in the strategic development, transformation or comprehensive further development of IT service management structures and organisations.
• Very good knowledge of ITIL, ideally ITIL 4 Managing Professional or comparable qualification.
• Solid experience in service governance, service portfolio management, provider management as well as the design of SLA/OLA structures.
• Experience in IT sourcing, financial control of IT services, budgeting and cost models.
• Sound technical understanding of modern IT infrastructures as well as experience with ITSM platforms such as ServiceNow.
• Very good German and good English skills, and strong strategic and conceptual abilities, assertiveness and experience in stakeholder and change management.

About 3000 employees of RUAG and RUAG Real Estate make a significant contribution to the security of Switzerland every day. They ensure that the Swiss Army and other operational and security organisations can fully perform their tasks at all times.

• Completed studies in (business) informatics, equivalent training or comparable qualification with many years of relevant professional experience.
• At least 8 years of professional experience in IT service management, including several years in a senior, lead or comparable responsible role.
• Proven experience in the strategic development, transformation or comprehensive further development of IT service management structures and organisations.
• Very good knowledge of ITIL, ideally ITIL 4 Managing Professional or comparable qualification.
• Solid experience in service governance, service portfolio management, provider management as well as the design of SLA/OLA structures.
• Experience in IT sourcing, financial control of IT services, budgeting and cost models.
• Sound technical understanding of modern IT infrastructures as well as experience with ITSM platforms such as ServiceNow.
• Very good German and good English skills, and strong strategic and conceptual abilities, assertiveness and experience in stakeholder and change management.

• Strategically further develop IT Service Management – design ITSM strategy, governance and processes, and continuously professionalise the service management organisation.
• Take responsibility for the service portfolio – build and further develop business services, service catalogue, budgeting, cost allocation and provider management.
• Ensure end-to-end service quality – define, negotiate and control compliance with service standards, SLAs and OLAs at a higher level.
• Establish service performance and governance – implement KPI-based monitoring, meaningful reporting and effective control models.
• Further develop ITSM platforms – strategically use ServiceNow and other service management tools and optimise their deployment.
• Shape strategic provider and sourcing management – manage provider services, further develop sourcing strategies and ensure cost-effectiveness and service excellence.
• Create financial transparency – develop service cost models, professionalise budgeting and establish cause-based cost allocation.
• Drive transformation and continual service improvement – advise management, identify optimisation potential and anchor sustainable changes in the service organisation.