Emmen
Sr. ICT Service Manager
- 09 November 2026
- 100%
- Permanent position
- German (Fluent), English (Intermediate)
About the job
Around 3000 employees of RUAG and RUAG Real Estate make a significant contribution every day to the security of Switzerland. They ensure that the Swiss Army as well as other operational and security organisations can fully perform their tasks at any time.Sr. ICT Service Manager
100
Emmen
What you can achieve
- Strategically further develop IT Service Management – design ITSM strategy, governance and processes and continuously professionalise the service management organisation.
- Be responsible 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 use.
- 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-related cost allocation.
- Drive transformation and continual service improvement – advise management, identify optimisation potentials and anchor sustainable changes in the service organisation.
What you bring with you
- Completed studies in (business) informatics, equivalent education 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 and 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.
This position is aimed at experienced IT service management professionals who strategically design and further develop ITSM structures and governance. A purely operational service delivery or provider management function does not correspond to the job profile.
Do you not meet all the requirements one hundred percent? Apply anyway. We are always looking for talented and motivated people who want to enrich our team. We place great value on diversity and equal opportunities and our goal is to build a diverse team in which everyone can fully develop their personal strengths. We especially encourage all people, regardless of their gender, who may have concerns about accepting a position in a military-related environment, to apply.
About the division
RUAG ICT Digital Transformation accompanies RUAG on the path to the digital future. We achieve this through a deep understanding and empathy for the needs of our customers as well as through joint design and active participation in the team – as ICT Service Manager.
Your benefits
Salary and benefits
We offer you a performance-oriented and market-appropriate salary, 13 monthly salaries as well as generous bonuses and allowances. Together with other benefits, this results in an attractive overall package.
We place great importance on our employees finding a healthy balance between work and private life. Therefore, among other things, we offer flexible working hours and home office options.
Flexible working
Discounts
At RUAG you benefit from discounts in the areas of mobility and catering. In addition, you benefit from attractive offers on our benefit portal and have fleet discounts with various renowned car brands.
Advancement and training opportunities
It is important to us to promote and develop the potential of our employees. Through training, courses and further education, we support them in continuously expanding their skills to achieve their professional goals.
Leisure activities
Our employees are close to our hearts. That is why we give them a day off on their birthday, offer a diverse sports programme and the possibility to take additional days off against salary deduction in addition to the annual holiday entitlement.
Your contact person
Gilbert van Reekum
Talent Acquisition Specialist
+41 58 465 38 12
