Global IT Service Delivery Lead - Remote & Flexible

Bachem Holding AG; Basel; Hybrid; CHF 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Daycare on campus

Pension fund contributions 60%

Pension Plan Plus

Discounts via partner platforms

Staff restaurant

Free sports activities

Zusammenfassung

Bachem Holding AG is looking for an IT Service Delivery Manager (a) to lead global ITSM processes and drive SLA-compliant operations. You will own incident, problem, configuration and event management, while building dashboards, KPIs and monthly reports for continuous improvement.

You will also maintain documentation, drive RCA and risk identification, manage known errors, and contribute to CMDB governance across infrastructure, applications, and security in a global, collaborative setup.

Qualifikationen

• 7+ years in IT Operations, Service Management or related technical field.
• Hands-on experience in Incident, Problem, Configuration and/or Event Management.
• ITIL Foundation certification required; ITIL Intermediate/Expert an asset.

Aufgaben

• Own core ITSM processes — lead Incident, Problem, Configuration and Event Management globally, ensuring SLA compliance.
• Define performance metrics — set KPIs/SLAs, build dashboards and monthly reports, manage escalations.
• Maintain process documentation — create SOPs, training materials and ensure role clarity with training records.

Kenntnisse

IT Operations

Service Management

Incident Management

Problem Management

Event Management

ITIL Foundations

Cross-domain expertise

Stakeholder communication

Ausbildung

ITIL Foundation

Tools

ServiceNow

LogicMonitor

Jobbeschreibung

Bachem Holding AG is looking for an IT Service Delivery Manager (a) to lead global ITSM processes and drive SLA-compliant operations. You will own incident, problem, configuration and event management, while building dashboards, KPIs and monthly reports for continuous improvement.

You will also maintain documentation, drive RCA and risk identification, manage known errors, and contribute to CMDB governance across infrastructure, applications, and security in a global, collaborative setup.