IT SERVICE DELIVERY

• Job Profile: IT Service Delivery – Team Lead
• Department: COO – IT / IT Service Delivery
• Job Type: Full-Time (Permanent)
• Reports To: Head of IT Service Management

Date

• Job Summary
• The IT Service Delivery – Team Lead is responsible for managing the daily operations and governance of IT Service Management (ITSM) processes within UBP, with a focus on Incident, Problem, Change and Vulnerability Management, the ITSM tool (Jira Service Management) and CMDB governance.
• The role ensures a high quality of service to end users and senior management, guarantees strict adherence to ITSM and Vulnerability Management processes, and contributes to the continuous improvement of IT Service Delivery within the Bank.
• Beyond process ownership, the role contributes directly to the continuity of the Bank’s business activities by reducing the impact of IT incidents on the business and improving the overall user experience.

The Team Lead acts as a key ITSM reference within IT, steering processes in a data‑driven way and collaborating closely with IT, Cybersecurity, Risk and business stakeholders.

Key Responsibilities

IT Incident Management

• Coordinate and oversee the end‑to‑end IT Incident Management process.
• Ensure timely, clear and audience‑appropriate communication and reporting on IT incidents to end users, IT management and business stakeholders.
• Monitor incident trends, identify recurring issues and propose corrective and preventive actions.
• Ensure that SLAs, regulatory requirements (including DORA) and internal quality standards are met.
• Measure and improve user satisfaction (e. g. post‑incident surveys, CSAT) and minimize business impact and downtime for critical services.

IT Problem Management

• Coordinate and oversee IT Problem Management activities.
• Facilitate root cause analysis, ensure appropriate documentation of known errors and maintain a robust Known Error Database.
• Communicate and report on IT problems to IT stakeholders, with a more technical audience than Incident Management.
• Follow up on action plans to prevent recurrence of major incidents and track their effectiveness over time.
• Maintain close communication with the Service Desk to detect patterns and emerging issues, leveraging ITSM data and trends to prioritize high‑impact problems.

IT Change Management

• Lead the IT Change Management process: risk assessment, validation, presentation and follow‑up of all IT changes in production.
• Ensure strict adherence to IT Change processes to protect the Bank against undeclared or incorrectly assessed changes.
• Chair or actively participate in Change Advisory Boards (CAB) and ensure proper documentation and communication of decisions.
• Monitor change KPIs (success rate, back‑out rate, incidents related to changes) and drive continuous improvement.
• Align the Change Management process with Agile / Dev Ops practices used by development and infrastructure teams, while maintaining compliance, stability and security.

Vulnerability Management

• Oversee the end‑to‑end Vulnerability Management process in coordination with Cybersecurity and Infrastructure teams.
• Ensure regular vulnerability scanning, assessment and prioritisation based on risk and business impact.
• Coordinate remediation plans, track progress and escalate when deadlines or risk thresholds are not met.
• Ensure alignment between Vulnerability Management and Incident, Problem and Change processes (e. g. remediation via standard or emergency changes).

ITSM Tool Ownership

• Act as process owner for the ITSM tool used by all IT users to log incidents, changes, problems, requests and work orders.
• Manage the lifecycle of the platform, including evolution requests, configuration changes and daily operational tasks.
• Coordinate with technical teams for upgrades, integrations and performance improvements.
• Ensure data quality, consistency of categories and a user‑friendly experience within the tool.
• Define and evolve the ITSM data model (ticket types, workflows, mandatory fields) to support reporting, audit and continuous improvement needs.
• Promote automation (routing, notifications, integrations with other tools) to improve operational efficiency.
• CMDB Governance
• Ensure implementation of the CMDB strategy defined by senior management.
• Oversee the quality, completeness and accuracy of configuration data used in Incident, Change and Vulnerability Management processes.
• Propose and follow up on areas of improvement for CMDB structure, processes and controls.
• Coordinate with infrastructure and application teams to maintain accurate relationships and dependencies between configuration items.
• Implement regular data quality controls (reconciliations, audits, KPIs on completeness and correctness) and ensure integration of the CMDB with other tools (monitoring, vulnerability management, asset management).

Process & Quality Management

• Standardize and continuously improve IT Service Delivery processes in line with ITIL best practices.
• Define, track and report KPIs and metrics related to Incident, Problem, Change, Vulnerability Management, ITSM tool usage and CMDB quality.
• Develop dashboards and regular reports for IT management and governance committees, using ITSM and related data to support decision‑making.
• Contribute to audit readiness and compliance for IT Service Management and Vulnerability Management processes (internal and external audits).
• Promote a culture of service excellence, customer focus and continuous improvement within the team and across IT.
• Lead post‑incident reviews (PIR) and change reviews to identify lessons learned and drive corrective and preventive actions.

Team Leadership

• Lead, coach and develop Service Delivery team members, including performance management and skills development.
• Organize workload, priorities and on‑call / duty arrangements where applicable.
• Foster collaboration with other IT teams (infrastructure, development, security) and business stakeholders.
• Ensure clear, transparent communication within the team and with management.
• Develop team capabilities in ITIL, ITSM tools, communication and crisis management through coaching, mentoring and training plans.
• Manage major incidents and crisis situations by ensuring effective coordination, prioritisation and communication.
• Promote a collaborative, inclusive and accountable team culture.

Skills and Qualifications

Education

• High School / Maturité / Baccalauréat or higher degree in Information Technology, Computer Science or a related field.
• Technical Skills
• ITIL certification (or equivalent IT Service Management framework) required.
• Solid experience with ITSM tools and CMDB concepts, ideally Jira Service Management.
• Good understanding of IT infrastructure and application environments in a banking context.
• Experience with Vulnerability Management processes and tools (e. g. vulnerability scanners, dashboards, remediation workflows) is a strong asset.
• Ability to build and interpret ITSM and operational dashboards (e. g. using built‑in reporting, BI tools) and to use data to drive decisions.

Experience

• 5–7 years of experience in IT Service Management or a similar role (intermediate management level).
• Experience in the financial sector: mandatory.
• Proven experience in managing Incident, Problem and Change processes and/or leading a Service Delivery team.
• Experience working with security / cyber teams on vulnerability or risk management topics is an advantage.
• Demonstrated experience in managing major incidents and communicating with senior stakeholders during crises.
• Soft Skills
• Strong communication skills (oral and written), with the ability to explain technical topics to non‑technical audiences and to communicate clearly under pressure.
• Customer and service‑oriented mindset, with strong prioritisation and negotiation skills.
• Ability to manage stress and make sound decisions in high‑pressure situations (e. g. major incidents).
• Ability to influence without direct hierarchical authority and to build strong relationships across IT, Cybersecurity, Risk and business teams.
• Structured, analytical and data‑driven approach to problem solving and continuous improvement.
• Languages
• French: Fluent.
• English: Fluent.
• Working Environment
• Position based in Geneva, within an international banking environment.
• Frequent interactions with multi‑site and cross‑functional teams (IT, Cybersecurity, Risk, business lines).
• Participation in on‑call / duty rotations may be required depending on operational needs.
• Others
• Swiss Residence Mandatory

Core Competencies : Adherence to the company’s values: Dedication, Conviction, Agility and Responsibility - Compliance with regulations and internal directives

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