Director of IT Services & Operations

Who is Hiring; Schweiz; Vor Ort; CHF 180.000 - 240.000; Vollzeit

Zusammenfassung

Who is Hiring seeks a Director of IT Services & Operations to lead the IT Service Management function and the Service Desk. You will own incident and request management, drive continuous improvement, and maintain high service levels across diverse environments including Microsoft 365 and Citrix.

This leadership role combines operational oversight with strategic direction. You will collaborate with technical teams and business stakeholders, shaping the service strategy, people development, and a

Qualifikationen

• Experience with ITIL-based service management, incident and request management, and service optimisation initiatives.
• Arab robust leadership and ability to build high-performing teams and a customer-centric service culture.
• Strong communication with technical and non-technical stakeholders.

Aufgaben

• Lead IT Service Management function and Service Desk team.
• Drive continuous improvement across service delivery, support processes, and customer experience.
• Ensure incidents and service requests are resolved efficiently and SLAs maintained.
• Shape wider IT service strategy and evolve the service portfolio.

Kenntnisse

Leadership

IT Service Management

ITIL

Incident management

Stakeholder comms

Service improvement

Team building

German/English

Ausbildung

Higher education in Computer Science/IT

ITIL/Microsoft certifications

Tools

Jira Service Management

Jira

Confluence

Microsoft 365

Teams

Windows

Linux

Citrix

Jobbeschreibung

Director of IT Services & Operations

==================================== Switzerland Negotiable Permanent Discipline: Cloud and Infrastructure

This role sits at the heart of IT service delivery. Reliable technology services are critical to keeping an organisation productive, and the Service Desk is often the first and most visible interaction employees have with IT. As Director of IT Services & Operations, you'll take ownership of the IT Service Management function, leading the Service Desk team while driving continuous improvement across service delivery, support processes, and customer experience. You'll be responsible for ensuring that incidents and service requests are handled efficiently, service levels are maintained, and end-users receive a consistently high standard of support. Beyond day-to-day operations, you'll play a key role in shaping the wider IT service strategy, evolving the service portfolio, and identifying opportunities to improve both efficiency and user satisfaction. This is a leadership role that combines operational oversight with hands-on involvement. You'll work closely with technical teams, business stakeholders, and end-users to coordinate issue resolution, optimise service management processes, and ensure IT services continue to evolve in line with organisational needs. We're looking for someone who enjoys building high-performing teams and creating a customer-centric service culture. You'll bring a strong service management background, proven leadership experience, and the ability to balance operational priorities with longer-term strategic improvements. Experience with ITIL-based service management, incident and request management, and service optimisation initiatives is essential. Practical knowledge of Jira Service Management, Jira, and Confluence will be highly beneficial. Exposure to Microsoft 365, Microsoft Teams, Windows and Linux environments, and Citrix technologies would be considered an advantage. Equally important is your communication style. We're looking for someone with a collaborative and approachable mindset who can build credibility across technical and non-technical stakeholders alike. A strong focus on customer experience, continuous improvement, and team development will be key to success in this position. Candidates should have completed a higher education qualification in Computer Science, Information Technology, or a related discipline, ideally complemented by relevant certifications within ITIL, Microsoft technologies, or IT support and service management frameworks. Strong communication skills in German and English are essential. Please note: Visa sponsorship is not available for this position. Applicants must already hold a valid Swiss or EU/EFTA work authorisation that allows them to work in Switzerland. If you're passionate about delivering outstanding IT services, leading support organisations, and driving meaningful improvements that have a visible impact across the business, this could be an excellent opportunity to take ownership of a critical technology function and shape its future direction.