ICT Service Manager with ICT Support Responsibilities (m/f/d) 80-100%

Innosuisse promotes science-based innovation for tomorrow's Switzerland and helps start-ups and SMEs to seize opportunities of the future and be internationally competitive.

Our Digital Solutions Team provides the digital solutions and IT services that support Innosuisse’s business processes and enable the digital handling of applications and related procedures. This includes internal solutions as well as digital platforms and tools used by applicants, innovation mentors, accredited coaches, experts, project partners and other external stakeholders to submit, process, assess and manage funding and support requests. To strengthen our team, we are looking for a

As an ICT Service Manager, you ensure that our ICT services are delivered in line with business needs, reliably, cost-effectively and at the agreed level of quality. You are responsible for the further development of the service catalogue, manage service levels, coordinate internal and external service providers, and ensure that new or modified ICT and cloud solutions fit into our service, support and operating model.

The role is intentionally designed as a hybrid position: in addition to service management tasks, you will regularly support ICT Support in day-to-day operations. In doing so, you combine service management, operational integration and practical support experience, helping to continuously improve services, processes and documentation.

ICT Service Manager with ICT Support Responsibilities (m/f/d) 80-100%

Your tasks:

• You maintain and further develop the ICT service catalogue, ensuring that services are clearly described, kept up to date, documented and aligned with the organisation’s needs.
• You define, coordinate and monitor service levels and operational requirements, ensuring that agreed quality, availability and response times are met.
• You prepare analyses, management reports and decision-making materials on service quality, availability, performance, risks and improvement measures.
• You coordinate collaboration between business units, ICT Support, ICT and cloud architecture, operations and external service providers.
• You incorporate service management, operational and support requirements at an early stage in the planning of new or modified ICT and cloud solutions.
• You ensure that solutions are service-ready, supportable, documented, monitorable and can be integrated into the existing operating model.
• You support the transition of new or modified services into regular operations, including responsibilities, monitoring, documentation, lifecycle management and requirements relating to information security and data protection.
• You further develop service management processes, particularly in the areas of incident, problem, change, availability, continuity, performance and lifecycle management.
• You systematically analyse insights from support cases, escalations, known issues and service reviews, and derive sustainable improvements from them.
• You regularly support ICT Support, particularly in receiving, triaging and coordinating support requests, following up on tickets with service providers, and handling authorisation, login and registration requests.
• You take on a technical leadership role in ICT service management and coordinate the further development of services, processes and standards in close collaboration with business units, ICT teams and external service providers.
• You contribute to onboarding and offboarding activities and support the maintenance of documentation, instructions, known issues and workarounds.

Our requirements:

• You have completed a university degree (Bachelor’s or Master’s) in computer science, business informatics, business administration with a focus on ICT, or a comparable field, or you have completed higher professional education. You also bring several years of function-relevant experience in ICT service management, ICT operations, ICT support, application management or in a comparable interface role.
• You are familiar with service catalogues, service levels, ICT operations processes, KPIs, reporting and operational support processes. You understand the interdependencies between business requirements, ICT services, operations, quality, costs and risks, and are able to derive pragmatic improvements from them.
• You have experience in coordinating and following up on support requests, working with ticketing processes, and collaborating with business units, ICT teams and external service providers. Knowledge of authorisation management, login and registration processes, as well as onboarding and offboarding procedures, is an advantage.
• You work independently, in a structured and reliable manner, communicate appropriately for your audience, and can expl j4id10307049a j4it0832a j4iy26a