ICT Service Manager with ICT support tasks 80-100%

ICT Service Manager with ICT-support tasks (m/f/d) 80-100% Innosuisse promotes science-based innovation for the Switzerland of tomorrow and helps start-ups and SMEs to exploit the opportunities of the future and to be internationally competitive. Our Digital-Solutions team provides the digital solutions and IT services that support the business processes of Innosuisse and enable the digital processing of applications and related procedures. This includes internal solutions as well as digital platforms and tools used by applicants, innovation mentors, accredited coaches, experts, project partners and other external stakeholders to submit, process, assess and manage funding and support applications. To strengthen our team, we are looking for you as As ICT Service Manager, you ensure that our ICT services are provided according to requirements, stably, economically and in the agreed quality. You are responsible for the further development of the service catalog, control service levels, coordinate internal and external service providers and ensure that new or adapted ICT and cloud solutions fit into our service, support and operating model. The role is deliberately designed as hybrid: In addition to tasks in service management, you regularly support ICT support in operational day-to-day business. In doing so, you combine service control, operational integration and support practice and contribute to the continuous improvement of services, processes and documentation. ICT Service Manager with ICT-support tasks (m/f/d) 80-100% Your tasks: You maintain and further develop the ICT service catalog and ensure that services are clearly described, currently documented and aligned with the needs of the organization. You define, coordinate and monitor service levels as well as operational requirements and ensure that agreed quality, availability and response times are met. You create analyses, management reports and decision bases regarding service quality, availability, performance, risks and improvement measures. You coordinate cooperation between specialist departments, ICT support, ICT and cloud architecture, operations and external service providers. You contribute service management, operational and support requirements early on to the planning of new or adapted ICT and cloud solutions. You ensure that solutions are serviceable, supportable, documented, monitorable and integrable into the existing operating model. You accompany the transfer of new or adapted services into regular operations, including responsibilities, monitoring, documentation, lifecycle management as well as requirements for information security and data protection. You further develop service management processes, especially in the areas of incident, problem, change, availability, continuity, performance and lifecycle management. You systematically evaluate findings from support cases, escalations, known issues and service reviews and derive sustainable improvements from them. You regularly support ICT support, especially in receiving, triaging and coordinating support requests, in ticket tracking with service providers as well as with authorization, login and registration requests. You assume a technically leading role in ICT service management and coordinate the further development of services, processes and standards in close coordination with specialist departments, ICT offices and external service providers. You participate in on- and offboarding and support the maintenance of documentation, operating instructions, known issues and workarounds. Our requirements: You have a completed university education (Bachelor or Master) in computer science, business informatics, business administration with an ICT focus or a comparable field of study, or you have a completed higher vocational education. In addition, you bring several years of function-relevant experience in ICT service management, ICT operations, ICT support, application management or in a comparable interface function. You are familiar with service catalogs, service levels, ICT operational processes, key figures, reporting and operational support processes. You understand the connections between business requirements, ICT services, operations, quality, costs and risks and can derive pragmatic improvements from them. You have experience in the coordination and tracking of support requests, in handling ticketing processes as well as in cooperation with specialist departments, ICT offices and external service providers. Knowledge in authorization management, login and registration processes as well as on- and offboarding processes is an advantage. You work independently, structured and reliably, communicate appropriately for the addressee and can explain technical as well as organizational connections understandably. You think analytically and networked, act in a service- and solution-oriented manner and bring a good awareness of data protection and information security. Experience with ITIL or comparable service management frameworks as well as knowledge in HERMES, PRINCE2, Agile/Scrum or similar methods are an advantage. Very good German skills and good English skills in the technical environment complete your profile. Innosuisse offers you: A exciting and dynamic working environment in which you contribute to the promotion of science-based innovation in Switzerland in the interest of the economy and society. A varied area of responsibility at the pulse of innovation, in which you can contribute your knowledge and experience and help to ensure that highly innovati