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

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 escalationsMaintain process documentation — Create and update SOPs, training materials and ensure role clarity with tracked training recordsDrive Problem Management — Run RCA processes, remediation follow-up, stakeholder communication and proactive risk identificationManage Known Errors — Maintain Key Issue databases and ensure workarounds are documented and sharedLead CMDB governance — Own CMDB strategy, CI lifecycle accuracy, data models and service dependency mappingEnsure CMDB data quality — Perform audits, reconciliation, issue resolution and integration with change/incident/monitoring processesOptimize CMDB tooling — Enhance CMDB/asset platform usage, automate via discovery tools and report on configuration complianceRun Event Management — Ensure monitoring coverage, correct event filtering/correlation and impact-based escalationDefine event automation — Maintain thresholds, notifications and automated/self-healing responsesYour profile:7+ years in IT Operations, Service Management or a related technical field, including Service Operations or Service Delivery ManagementHands-on experience in Incident, Problem, Configuration and/or Event Management; Major Incident Management is an advantageITIL 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 platformsStrong analytical skills to identify patterns, correlations and root causes, with the ability to lead technical RCA callsExcellent communication skills, translating technical detail into business- and user-friendly languageStrong facilitation and leadership under pressure, with the ability to work across global teams and manage stakeholders at all levelsExperience 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 opportunitiesFlexible working hours with home office days and an option for obtaining additional vacation days through workload reductionCompany-run daycare center on the Bachem Campus in Bubendorf60% coverage of pension fund contributions by Bachem AG as well as option for extra-mandatory pension provision with our Pension Plan PlusAccess to benefits platforms with discounts from external partnersFresh, healthy and varied food in our staff restaurantA wide range of free sports activities on the Bachem CampusWould 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! #J-18808-Ljbffr