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

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

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

To 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%

• Own core ITSM processes — Lead Incident, Problem, Configuration and Event Management globally, ensuring SLA compliance and alignment with SOPs/ITIL.
• Define performance metrics — Set KPIs/SLAs, build dashboards, deliver monthly reports and manage escalations
• Maintain process documentation — Create and update SOPs, training materials and ensure role clarity with tracked training records
• Drive Problem Management — Run RCA processes, remediation follow-up, stakeholder communication and proactive risk identification
• Manage Known Errors — Maintain Key Issue databases and ensure workarounds are documented and shared
• Lead CMDB governance — Own CMDB strategy, CI lifecycle accuracy, data models and service dependency mapping
• Ensure CMDB data quality — Perform audits, reconciliation, issue resolution and integration with change/incident/monitoring processes
• Optimize CMDB tooling — Enhance CMDB/asset platform usage, automate via discovery tools and report on configuration compliance
• Run Event Management — Ensure monitoring coverage, correct event filtering/correlation and impact-based escalation
• Define event automation — Maintain thresholds, notifications and automated/self-healing responses

Your profile:

• 7+ years in IT Operations, Service Management or a related technical field, including Service Operations or Service Delivery Management
• Hands-on experience in Incident, Problem, Configuration and/or Event Management; Major Incident Management is an advantage
• ITIL Foundation certification required; ITIL Intermediate/Expert an asset.
• Strong 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
• Strong analytical skills to identify patterns, correlations and root causes, with the ability to lead technical RCA calls
• Excellent communication skills, translating technical detail into business- and user-friendly language
• Strong facilitation and leadership under pressure, with the ability to work across global teams and manage stakeholders at all levels
• Experience with monitoring, log analysis and service management platforms (e.g., ServiceNow, LogicMonitor).

Our offer:

• A dynamic and rapidly growing work environment with internal development and training opportunities
• Flexible working hours with home office days and an option for obtaining additional vacation days through workload reduction
• Company-run daycare center on the Bachem Campus in Bubendorf
• 60% coverage of pension fund contributions by Bachem AG as well as option for extra-mandatory pension provision with our Pension Plan Plus
• Access to benefits platforms with discounts from external partners
• Fresh, healthy and varied food in our staff restaurant
• A wide range of free sports activities on the Bachem Campus

Would you like to drive innovation together with us?

Learn more about the Bachem Group and get inspired by our exciting work environment at our location in Bubendorf!