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

h3IT Service Delivery Manager (a), 80-100% /h3pTo 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% /pulliOwn core ITSM processes — Lead Incident, Problem, Configuration and Event Management globally, ensuring SLA compliance and alignment with SOPs/ITIL. /liliDefine performance metrics — Set KPIs/SLAs, build dashboards, deliver monthly reports and manage escalations /liliMaintain process documentation — Create and update SOPs, training materials and ensure role clarity with tracked training records /liliDrive Problem Management — Run RCA processes, remediation follow-up, stakeholder communication and proactive risk identification /liliManage Known Errors — Maintain Key Issue databases and ensure workarounds are documented and shared /liliLead CMDB governance — Own CMDB strategy, CI lifecycle accuracy, data models and service dependency mapping /liliEnsure CMDB data quality — Perform audits, reconciliation, issue resolution and integration with change/incident/monitoring processes /liliOptimize CMDB tooling — Enhance CMDB/asset platform usage, automate via discovery tools and report on configuration compliance /liliRun Event Management — Ensure monitoring coverage, correct event filtering/correlation and impact-based escalation /liliDefine event automation — Maintain thresholds, notifications and automated/self-healing responses /li /ulpbYour profile: /b /pulli7+ years in IT Operations, Service Management or a related technical field, including Service Operations or Service Delivery Management /liliHands-on experience in Incident, Problem, Configuration and/or Event Management; Major Incident Management is an advantage /liliITIL Foundation certification required; ITIL Intermediate/Expert an asset. /liliStrong 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 /liliStrong analytical skills to identify patterns, correlations and root causes, with the ability to lead technical RCA calls /liliExcellent communication skills, translating technical detail into business- and user-friendly language /liliStrong facilitation and leadership under pressure, with the ability to work across global teams and manage stakeholders at all levels /liliExperience with monitoring, log analysis and service management platforms (e.g., ServiceNow, LogicMonitor). /li /ulpbOur offer: /b /pulliA dynamic and rapidly growing work environment with internal development and training opportunities /liliFlexible working hours with home office days and an option for obtaining additional vacation days through workload reduction /liliCompany-run daycare center on the Bachem Campus in Bubendorf /lili60% coverage of pension fund contributions by Bachem AG as well as option for extra-mandatory pension provision with our Pension Plan Plus /liliAccess to benefits platforms with discounts from external partners /liliFresh, healthy and varied food in our staff restaurant /liliA wide range of free sports activities on the Bachem Campus /li /ulpWould you like to drive innovation together with us? /ppLearn more about the Bachem Group and get inspired by our exciting work environment at our location in Bubendorf! /p #J-18808-Ljbffr