IT Service Delivery Manager (a), 80-100%

h3IT Service Delivery Manager (a), 80-100% /h3 pTo drive our continuous organic growth, we are constantly looking for highly qualified professionals. To strengthen our team in Global IT, we are looking for a dedicated IT Service Delivery Manager (a), 80-100% /p ul liOwn core ITSM processes — Lead Incident, Problem, Configuration and Event Management globally, ensuring SLA compliance and alignment with SOPs/ITIL. /li liDefine performance metrics — Set KPIs/SLAs, build dashboards, deliver monthly reports and manage escalations /li liMaintain process documentation — Create and update SOPs, training materials and ensure role clarity with tracked training records /li liDrive Problem Management — Run RCA processes, remediation follow‑up, stakeholder communication and proactive risk identification /li liManage Known Errors — Maintain Key Issue databases and ensure workarounds are documented and shared /li liLead CMDB governance — Own CMDB strategy, CI lifecycle accuracy, data models and service dependency mapping /li liEnsure CMDB data quality — Perform audits, reconciliation, issue resolution and integration with change/incident/monitoring processes /li liOptimize CMDB tooling — Enhance CMDB/asset platform usage, automate via discovery tools and report on configuration compliance /li liRun Event Management — Ensure monitoring coverage, correct event filtering/correlation and impact‑based escalation /li liDefine event automation — Maintain thresholds, notifications and automated/self‑healing responses /li /ul pbYour profile: /b /p ul li7+ years in IT Operations, Service Management or a related technical field, including Service Operations or Service Delivery Management /li liHands‑on experience in Incident, Problem, Configuration and/or Event Management; Major Incident Management is an advantage /li liITIL Foundation certification required; ITIL Intermediate/Expert an asset. /li liStrong cross‑domain technical expertise across infrastructure, applications, databases, and security, with a deep understanding of their interdependencies—including modern workplace devices, application servers, and backend platforms /li liStrong analytical skills to identify patterns, correlations and root causes, with the ability to lead technical RCA calls /li liExcellent communication skills, translating technical detail into business‑ and user‑friendly language /li liStrong facilitation and leadership under pressure, with the ability to work across global teams and manage stakeholders at all levels /li liExperience with monitoring, log analysis and service management platforms (e.g., ServiceNow, LogicMonitor). /li /ul pbOur offer: /b /p ul liA dynamic and rapidly growing work environment with internal development and training opportunities /li liFlexible working hours with home office days and an option for obtaining additional vacation days through workload reduction /li liCompany‑run daycare center on the Bachem Campus in Bubendorf /li li60% coverage of pension fund contributions by Bachem AG as well as option for extra‑mandatory pension provision with our Pension Plan Plus /li liAccess to benefits platforms with discounts from external partners /li liFresh, healthy and varied food in our staff restaurant /li liA wide range of free sports activities on the Bachem Campus /li /ul pWould you like to drive innovation together with us? /p pLearn more about the Bachem Group and get inspired by our exciting work environment at our location in Bubendorf! /p #J-18808-Ljbffr