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

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 | #J-18808-Ljbffr