Head of User Relations Service - 80% to 100%

About the job

Company Description

With more than 13,000 employees representing 160 professions, the Geneva University Hospitals are a reference institution at both national and international levels. To learn more about our institution, take a few minutes to consult our 2025 retrospective by clicking here .

The Digital Transformation and AI Directorate (DTN-IA) supports the institution's digital transformation. It designs, manages, and develops the HUG information system and plays a key role in the development of innovative digital products to enhance hospital performance and the quality of care. Its actions aim notably to improve the patient journey before, during, and after hospitalisation, optimise hospital flows, and support healthcare professionals with suitable tools that reduce administrative burden. It also contributes to the development of clinical research and innovation, particularly through the integration of artificial intelligence technologies, and participates in promoting HUG as a major player in digital health.

The DTN-IA operates a large-scale technological environment, including more than 13,500 workstations, 2,500 servers, and over 500 applications, accessible continuously (24/7). It meets the digital needs of more than 13,000 employees as well as several partner institutions.

A hospital-specific feature: the DTN-IA develops, according to ISO 13485 certified processes, a cutting-edge integrated patient record. Its scope includes the integration of advanced biomedical equipment and specialised applications for medical-technical platforms. The DTN-IA also serves the hospital's operational management. In this context, and like a city within a city, the HUG operate complex logistical and financial processes, managed via an ERP at the heart of institutional processes.

Committed to a dynamic of excellence, and partners with several innovation and research organisations, the DTN-IA supports daily activities while building the hospital of tomorrow, relying on best practices and the most demanding standards.

Job Description

Reporting to the Digital Transformation and Augmented Intelligence Directorate (DTN-IA), you take responsibility for the User Relations Service and actively contribute to the quality, performance, and evolution of the institution's digital services.

As the primary contact for the professions, the User Relations Service ensures the interface between users and the DTN-IA teams. It ensures that business needs are taken into account in all the directorate's activities while supporting the development of digital uses and the continuous improvement of services. The Service is structured around three complementary areas: Service Management, Project Management, and Digital Management.

In this role, you ensure the strategic, operational, and financial management of the service. You define directions, oversee the service portfolio, implement performance indicators, and guarantee the achievement of service quality objectives within a continuous improvement framework.

You develop trusted partnerships with management, departments, and business representatives to collect, analyse, and prioritise their needs. You support teams in identifying opportunities offered by digital technology and contribute to the development of roadmaps to support the institution's transformation.

Leading multidisciplinary teams, you ensure the supervision and development of the service's employees. You promote a culture centred on the user, innovation, collaboration, and service quality.

As a member of the DTN-IA Management Committee, you participate in defining and implementing the directorate's strategy. You contribute to performance management, investment prioritisation, and identifying value creation opportunities for HUG.

Qualifications

You hold a university degree at Master’s level in information systems, business computing, engineering, or equivalent.

You have at least 10 years of proven experience in IT management, business relations, or digital service governance roles, ideally in a complex hospital or institutional environment. Significant experience in team management and user relations management is a prerequisite.

You have a keen sense of listening, service, and excellent interpersonal skills. You are able to prioritise, plan, and solve complex problems. You possess analytical and synthesis skills to evaluate and anticipate user needs. You succeed in uniting multidisciplinary teams around common objectives.

You have good knowledge of hospital IT environments, digital service management, and project management. Knowledge of regulatory issues and standards in the health sector is an asset.

You also stand out for your leadership, adaptability, innovative spirit, as well as your negotiation and change management skills.

Additional Information

• Start date: to be agreed
• Number of positions: 1
• Work rate: 80% to 100%
• Job class: 27
• Contract: permanent
• On-call duty: yes
• Application deadline: 23.09.2026
• Contact for information: Ms A.-C. Pliska, Director of DTN-IA, anne-claire.pliska@hug.ch

Your application file must include a letter demonstrating your motivation, your curriculum vitae, copies of diplomas and certificates required for the position, and the last 2 work certificates.

This announcement is addressed equally to women and men.

Wishing to engage in the fight against unemployment, HUG encourages applications coming from the Cantonal Employment Office.

Only applications submitted via the recruitment platform will be considered. Paper and email applications will not be processed.