Global IT Service Delivery Lead – Incident & CMDB

Bachem Holding AG; Schweiz; Hybrid; EUR 116,000 - 158,000; Full time

Benefits offered by this job

Flexible working hours

Home office days

Vacation days via workload reduction

Daycare on campus

Pension plan

Benefits platform discounts

Staff restaurant

Free sports activities

Job summary

Bachem Holding AG is seeking an IT Service Delivery Manager to lead global ITSM processes, drive KPIs, and advance CMDB governance across infrastructure, applications and security. The role emphasizes cross‑functional collaboration, documentation, and proactive risk management to support rapid growth.

The ideal candidate brings 7+ years in IT Operations or Service Management, ITIL certification, strong analytical skills, and the ability to lead across global teams.

Qualifications

• 7+ years in IT Operations, Service Management or related field.
• ITIL Foundation certification required; Intermediate/Expert an asset.

Responsibilities

• Own core ITSM processes — Incident, Problem, Configuration and Event Management globally, ensuring SLA compliance and alignment with SOPs/ITIL.
• Define performance metrics — KPIs/SLAs, dashboards, monthly reports and escalations.
• Maintain process documentation — SOPs, training materials, role clarity with tracking records.
• Drive RCA processes and remediation follow‑ups with stakeholders.
• Manage Known Errors and ensure workarounds are documented and shared.
• Lead CMDB governance — CMDB strategy, CI lifecycle, data models, service mapping.
• Ensure CMDB data quality and integration with change/incident/monitoring processes.
• Optimize CMDB tooling and automate via discovery tools; report on configuration compliance.
• Run Event Management — monitoring coverage, event filtering/correlation and escalation.
• Define event automation — thresholds, notifications, self‑healing actions.

Skills

Incident/Problem/Config/Event Mgmt

ITIL Foundation cert

Cross-domain tech know‑how

Strong communication

Leadership under pressure

Stakeholder management

Monitoring & analytics

Tools

ServiceNow

LogicMonitor

Job description

Bachem Holding AG is seeking an IT Service Delivery Manager to lead global ITSM processes, drive KPIs, and advance CMDB governance across infrastructure, applications and security. The role emphasizes cross‑functional collaboration, documentation, and proactive risk management to support rapid growth.

The ideal candidate brings 7+ years in IT Operations or Service Management, ITIL certification, strong analytical skills, and the ability to lead across global teams.