Bachem seeks a Senior IT Service Delivery Manager in Bubendorf to lead global IT service operations, ensuring ITIL compliance and supporting the company's organic growth through robust incident and configuration management.
This position sits within the Global IT team and plays a critical role in enabling the organization's continuous organic expansion. The incumbent will oversee service delivery standards, ensuring that IT operations align with business goals and maintain high levels of reliability and performance across all global systems.
Responsibilities
- Direct global processes for Incident, Problem, Configuration, and Event Management, guaranteeing adherence to Service Level Agreements and Standard Operating Procedures.
- Define and track Key Performance Indicators and Service Level Agreements, creating visual dashboards and providing monthly performance reports while handling escalated issues.
- Develop and maintain Standard Operating Procedures and training resources, ensuring clear role definitions and tracking employee training completion.
- Conduct Root Cause Analysis (RCA) sessions, follow up on remediation actions, communicate with stakeholders, and proactively identify potential risks.
- Manage Key Issue databases, ensuring that all workarounds are properly documented and accessible to relevant teams.
- Oversee the Configuration Management Database (CMDB) strategy, ensuring accurate lifecycle management of Configuration Items, data model integrity, and service dependency mapping.
- Execute audits and reconciliation tasks, resolving discrepancies and integrating findings with change, incident, and monitoring workflows.
- Improve the adoption of the CMDB and asset platforms, utilizing discovery tools for automation and reporting on configuration compliance.
- Ensure comprehensive monitoring coverage, optimizing event filtering and correlation to enable impact-based escalation.
- Configure system thresholds, notifications, and automated self-healing responses to maintain system stability.
Requirements
- Minimum of seven years of experience in IT Operations, Service Management, or a closely related technical discipline, with specific focus on Service Delivery or Operations.
- Possession of an ITIL Foundation certification is mandatory.
- Demonstrated technical proficiency across multiple domains, including infrastructure, applications, databases, and security.
- Proven experience using monitoring, log analysis, and service management platforms, such as ServiceNow or LogicMonitor.
Nice to have
- Practical experience in managing Major Incidents.
- ITIL Intermediate or Expert level certification.
What the company offers
- Opportunities for internal professional development and specialized training.
- Flexible working hours combined with the option to work from home.
- Ability to earn additional vacation days by reducing workload intensity.
- Access to a company-operated daycare center located on the Bubendorf campus.
- Bachem AG covers 60% of pension fund contributions, with an option for supplementary pension provision via the Pension Plan Plus.
- Access to employee benefits platforms offering discounts from various external partners.
- Fresh, healthy, and varied meals available in the staff restaurant.
- A wide variety of free sports activities available on the Bachem Campus.
About the company
Bachem is characterized as a dynamic organization that is experiencing rapid growth. The company fosters an environment that supports continuous expansion and professional development for its employees.
- The company is described as dynamic and rapidly growing.
How to apply
Documents to submit:
- Complete application documents
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