IT Service Delivery & Improvement Manager at 80-100%

GILAI is a competence centre in IT and information technology management serving the Disability Insurance Offices (AI) of nineteen Swiss cantons and Liechtenstein. Organised as an association, it supports its members by deploying integrated IT solutions. As a human-sized company, focused on innovation and committed to offering the best solutions and services to our members, we are looking for a IT Service Delivery & Improvement Manager at 80-100% In close connection with internal teams, our clients and our partners, you play a key role in the cross-functional management of our IT services, in a complex and multi-vendor environment.

Close to projects, operational teams and production deployments, you have a cross-functional view of all our products and services. You contribute to ensuring the expected service level, managing its continuous improvement and controlling the delivery of changes to our operational environments. Service Management & Improvement You are the cross-functional reference point for incident management of all criticalities, with particular responsibility for managing major and mass incidents.

In coordination with internal teams and our partners, you ensure their proper handling and, beyond their resolution, draw the necessary lessons to sustainably improve the quality of our services. In this respect, you: manage and coordinate major and mass incidents until service restoration; ensure a cross-functional view of incidents and oversee the quality of their handling and follow-up; organise feedback sessions and root cause analyses (RCA), and monitor the implementation of corrective measures; identify recurring incidents and structural issues to translate them into improvement actions; maintain a consolidated view of backlogs related to incidents, problems, security issues and vulnerabilities, taking into account their criticality and age; manage service levels (SLAs), quality indicators and service performance, analyse deviations and trends, and coordinate necessary improvement actions; prepare and lead service reviews and ensure follow-up of associated commitments; manage the design, implementation, governance and evolution of the ticketing platform, in connection with Service Management processes and product owners’ needs; exploit operational data to identify risks, recurrences and opportunities for continuous improvement.

Service Delivery Management You contribute to structuring and controlling the delivery of changes from our information system to operational environments. In close connection with projects and operational teams, you anticipate the impact of changes on services and ensure operational requirements and expected service levels are considered upstream of production deployments. In this respect, you: ensure cross-functional governance of delivery activities, releases and production deployments across all products and services; develop and maintain a consolidated view of planned changes and their impacts on services; support projects in preparing for production deployment and ensure operational and service quality requirements are taken into account; coordinate internal and external actors involved in preparing and executing production deployments; ensure risk, dependency and prerequisite management, as well as proper operational preparation of production deployments; use lessons learned from incidents and problems to evolve delivery practices and reduce risks related to changes.

Your profile Experience & Expertise You hold a higher diploma in business informatics, engineering, information systems or a related field (HES, University, EPFL or equivalent); an ITIL certification is an asset. You have proven experience in Service Management, Service Delivery or IT Operations, ideally gained in a complex and multi-vendor IT environment. You master ITIL practices, notably in Service Level, Incident, Problem, Change and Continual Improvement Management, and have hands-on experience managing major incid