IT SERVICE DELIVERY

UBP seeks an IT Service Delivery Manager in Geneva to oversee ITSM processes, including Incident, Problem, Change, and Vulnerability Management, ensuring compliance and service quality.

The company is looking for a Manager to lead daily IT Service Management operations within the bank. This role focuses on governance, process improvement, and stakeholder collaboration to maintain high service standards and regulatory compliance.

Responsibilities

• Oversee the complete IT Incident Management workflow, ensuring timely and clear communication to users and management.
• Track incident patterns, identify recurring issues, and implement corrective actions to reduce business impact.
• Verify that all processes meet SLAs, internal quality standards, and regulatory requirements such as DORA.
• Lead IT Problem Management by facilitating root cause analysis, maintaining the Known Error Database, and tracking preventive actions.
• Manage the IT Change Management process, including risk assessment, CAB participation, and documentation of decisions.
• Coordinate Vulnerability Management activities with Cybersecurity and Infrastructure teams, overseeing scanning, prioritization, and remediation tracking.
• Serve as the process owner for the ITSM platform, managing its lifecycle, configuration, and data quality.
• Define and refine the ITSM data model to support reporting, audits, and continuous improvement.
• Implement the CMDB strategy, ensuring configuration data accuracy and completeness across IT processes.
• Standardize IT Service Delivery processes according to ITIL best practices and define relevant KPIs.
• Develop dashboards and reports for governance committees to support data-driven decision-making.
• Prepare for internal and external audits related to ITSM and Vulnerability Management.
• Conduct post-incident and change reviews to capture lessons learned and drive improvements.
• Lead, coach, and develop the Service Delivery team, managing performance and workload distribution.
• Manage major incidents and crisis situations, ensuring effective coordination and communication.

Requirements

• High School diploma, Maturité, Baccalauréat, or higher degree in IT, Computer Science, or a related field.
• ITIL certification or equivalent IT Service Management framework qualification.
• 5–7 years of experience in IT Service Management or a comparable intermediate management role.
• Mandatory experience in the financial sector.
• Proven track record in managing Incident, Problem, and Change processes, or leading a Service Delivery team.
• Demonstrated ability to handle major incidents and communicate effectively with senior stakeholders during crises.
• Fluent proficiency in French and English.
• Mandatory Swiss residence permit.

Nice to have

• Experience with Vulnerability Management processes and tools, such as vulnerability scanners, dashboards, and remediation workflows.
• Background in collaborating with security or cyber teams on vulnerability or risk management topics.

About the company

The company operates with a strong commitment to its core values: Dedication, Conviction, Agility, and Responsibility. It maintains strict compliance with all applicable regulations and internal directives to ensure operational integrity.

• Adherence to core values: Dedication, Conviction, Agility, and Responsibility.
• Strict compliance with regulations and internal directives.