Manager Service Management & Project Management (w/m/d)

Bechtle; Mägenwil; On-site; CHF 180,000 - 240,000; Full time

Job summary

Bechtle Schweiz AG in Mägenwil, Switzerland, seeks a Manager for Service Management & Project Management to lead two delivery disciplines, ensuring coordination, standardization, and high-quality execution across customer engagements.

You will own governance, service quality, and end-to-end delivery alignment, overseeing SLA adherence, KPIs, risk management, and driving continuous improvement while coordinating with Sales, Delivery, and Operations.

Qualifications

• Proven leadership experience in service management and/or project management.
• Strong understanding of IT service delivery, SLA-based services, and governance models.
• Experience with project management methodologies (e.g., PRINCE2, PMP, HERMES, Agile).
• Experience managing senior roles (e.g., Service Managers, Project Managers).
• Strong KPI and performance management capabilities.

Responsibilities

• Lead and develop Service Management & Project Management teams.
• Define clear roles, responsibilities, and governance across both functions.
• Ensure alignment and collaboration between service and project teams.
• Establish a high-performance, customer-oriented organization.
• Oversee service management standards, performance, and risk management.
• Define and enforce project management methodologies and standards.
• Ensure projects are delivered on time, within scope, and budget.
• Oversee project portfolio, risks, and dependencies.
• Coordinate handover between project delivery and ongoing services.
• Drive continuous improvement and standardized delivery.

Skills

Leadership

IT service delivery

Governance

PM methodologies

KPI management

Stakeholder management

Strategic thinking

Tools

PRINCE2

PMP

HERMES

Agile

Job description

Position Overview

As Manager Service Management & Project Management, you lead two key delivery functions: Service Management and Project Management. You ensure that both disciplines operate in a coordinated, standardized, and high-quality manner across all customer engagements. You act as delivery governance owner, service quality leader, and execution orchestrator, ensuring that services are delivered reliably and projects are executed successfully, while maintaining strong alignment across teams and stakeholders.

Value Contribution

• Consistent service quality and SLA adherence across all accounts
• High maturity and standardization of Service Management and Project Management practices
• Successful and predictable project delivery
• Strong coordination between operational service and project-based delivery
• Increased efficiency, scalability, and transparency in delivery

Key Responsibilities

• Leadership of Service Management & Project Management
• Lead and develop Service Managers and Project Managers (disciplinary leadership)
• Define clear roles, responsibilities, and governance across both functions
• Ensure alignment and collaboration between service and project teams
• Establish a high-performance, accountable, and customer-oriented organization

Service Management Governance

• Define and enforce service management standards (SLA, escalation, service reviews)
• Ensure consistent delivery of services across customers and contracts
• Oversee service performance, risk management, and escalations
• Guide Service Managers in managing complex customer situations

Project Management Governance

• Define and enforce project management methodologies and standards
• Ensure projects are delivered on time, within scope, and budget
• Oversee project portfolio, risks, and dependencies
• Support Project Managers in critical or escalated situations

End-to-End Delivery Alignment

• Ensure seamless integration between project delivery and ongoing services
• Define and govern handover processes (project operations)
• Align delivery activities with customer contracts and expectations
• Ensure a consistent customer experience across the full delivery lifecycle

Service Quality & Customer Satisfaction

• Own overall service quality and customer satisfaction (CSAT)
• Ensure structured service reviews and customer communication
• Monitor and improve customer feedback and performance indicators
• Act as escalation instance for critical customer situations

Performance & KPI Management

• Define and track KPIs across both functions:
• SLA adherence
• Service performance
• Project delivery success
• Customer satisfaction
• Provide transparency to leadership through structured reporting
• Drive continuous improvement based on performance insights

Process Ownership & Standardization

• Establish scalable frameworks for service and project delivery
• Standardize processes across customers and delivery units
• Ensure alignment with ITIL, project management best practices, or hybrid models
• Drive efficiency, quality, and consistency

Stakeholder Management

• Act as central interface between Sales, Delivery, and Operations
• Collaborate with portfolio leads and technical units
• Align delivery capabilities with business and customer requirements
• Communicate effectively with leadership and key stakeholders

Continuous Improvement & Transformation

• Drive maturity of Service Management and Project Management capabilities
• Identify optimization potential across delivery structures and processes
• Introduce best practices, tools, and automation where applicable
• Contribute to the evolution towards standardized and managed services

Skills Profile

Professional / Methodological

• Proven leadership experience in Service Management and/or Project Management
• Strong understanding of IT service delivery, SLA-based services, and governance models
• Experience with project management methodologies (e.g., PRINCE2, PMP, HERMES, Agile)
• Experience managing senior roles (e.g., Service Managers, Project Managers)
• Strong KPI and performance management capabilities

Personal

• Strong leadership and organizational skills
• High level of accountability and decision-making capability
• Excellent stakeholder and escalation management skills
• Structured, strategic, and execution-oriented mindset
• Ability to manage complexity and ensure alignment across functions

Bechtle Core Competencies

• Communication: communicates clearly, credibly, and target-group oriented
• Initiative: proactively drives topics and improvements
• Openness: embraces change and new ways of working
• Community spirit: acts in the interest of the overall organization
• Reliability: delivers results with discipline and consistency
• Self-organization: structures work independently and effectively

Reporting Line & Scope

The Manager Service Management & Project Management reports to the Head of Services Centers leadership and leads both the Service Management and Project Management teams with full disciplinary responsibility. The role operates at a governance and leadership level, ensuring structured, high-quality delivery across all customer engagements and aligning service operations with project execution and business objectives. A leading IT service provider in Switzerland, Bechtle Schweiz AG is your go-to partner for all things IT — from consulting to infrastructure, from services to software, on the ground and in the cloud. Trusted by small to large enterprises and public institutions. Our offering spans the entire plan-build-run lifecycle of corporate IT, backed by top-level vendor certifications. Our 600 employees across nine sites give you the reliability and experience you need to turn your IT into a true asset for your business.

Laura Louisa Seefels | Recruiting | [e-mail]