IT Service Manager/in (a)

Working for the Kanton Luzern means helping to shape the future - that of the canton, its residents, and not least your own. More than 7'000 employees in 200 different professions contribute daily to the excellent quality of life in our canton. Die Dienststelle Informatik (DIIN) provides comprehensive IT services for the departments, courts, and schools of the Kanton Luzern. In addition to advising on IT issues in the areas of architecture, security, infrastructure, projects, and applications and the provision of IT services, it operates the cantonal IT infrastructure in two modern data centers and is responsible for the construction and operation of the complex cantonal communication network. The "a" in the job title stands for "alle" (all). The Kanton Luzern stands for diversity and variety. IT Service Manager/in (a) # 80% - 100% | Luzern | Homeoffice möglich ## Do you want to help shape IT services, take on responsibility, and create sustainable solutions together? With us, you shape, take on, and develop services throughout their entire lifecycle with real added value, close to the business, in a partnership-oriented manner, and with plenty of room for your ideas. In doing so, you work according to established frameworks such as SAFe, DevOps, Scrum, and ITIL and actively contribute in a solution-oriented environment. Your tasks • As a central interface between customers and internal and external ICT teams, you orchestrate the IT services, lead internal and external partners, control suppliers as well as maintenance and support contracts, and ensure that the IT services create sustainable added value. • Over the entire service lifecycle, you are responsible for several complex IT services from service strategy through design and transition to operation and continuous improvement. • With a focus on quality, you define, negotiate, and monitor SLAs and OLAs. You control the services based on KPIs as well as end-to-end monitoring and thus ensure high service availability. • Through the continuous optimization of services with regard to customer benefit and economic efficiency, you derive improvement measures in the sense of Continual Service Improvement. • With a view to transparency and economic efficiency, you are responsible for price calculations, billing bases, governance, and service reporting. Your profile • With higher education in the IT field (level of Advanced Federal Diploma of Higher Education, Federal Diploma of Higher Education, or University of Applied Sciences/University) as well as several years of experience in service design management and the development, optimization, and implementation of IT services, you bring the ideal professional foundation. • You have several years of experience in IT Service Management, ideally according to ITIL and with corresponding certification (ITIL 4), as well as complementary experience with agile working methods such as SAFe and Lean Management. Practical experience in introducing and operating a service management system completes your profile. • You move confidently in supplier and contract management as well as in the management of outsourcing partners and have a very good business understanding of budget, costs, and billing. • At the interface between business and IT, you communicate and negotiate in a manner appropriate to the target audience. Ideally, you also bring experience in the area of Unified Communications and Collaboration including telephony. • With a positive hands-on mentality as well as a self-organized and collaborative way of working, you make a valuable contribution to the common success. Customer Service Marco Matafora Bereichsleiter Kundenberatung \+41 41 228 7123