ICT Service Manager with ICT support responsibilities 80-100%

ICT Service Manager with ICT support responsibilities (m/f/d) 80-100% Innosuisse encourages science-based innovation in the interest of tomorrow's Switzerland, while helping start-ups and SMEs seize opportunities for the future and strengthen their international competitiveness. Our "Digital Solutions" team provides the digital solutions and IT services that support Innosuisse's business processes and enable the digital processing of applications and associated procedures. This includes both internal solutions and digital platforms and tools used by applicants, innovation mentors, accredited coaches, experts, project partners, and other external stakeholders to submit, process, evaluate, and manage funding and support applications. To strengthen our team, we are looking for a As an ICT Service Manager, you ensure that our ICT services are provided in a manner adapted to needs, stable, economical, and in accordance with the agreed quality level. You are responsible for the continuous development of the service catalogue, you steer service levels, you coordinate internal and external providers, and you ensure that new or adapted ICT and cloud solutions are integrated into our service, support, and operation model. The role is intentionally designed in a hybrid manner: in addition to tasks related to service management, you regularly support ICT Support in its daily operational activities. You thus act as the link between service steering, operational integration, and support practice, and you contribute to the continuous improvement of services, processes, and documentation. Your tasks: You maintain and develop the ICT service catalogue, and you ensure that services are clearly described, documented in an up-to-date manner, and aligned with the needs of the organization. You define, coordinate, and monitor service levels as well as operational requirements, and you ensure compliance with the agreed quality, availability, and response times. You establish analyses, management reports, and decision bases concerning service quality, availability, performance, risks, and improvement measures. You coordinate collaboration between business units, ICT Support, ICT and cloud architecture, operations, and internal and external providers. You integrate requirements related to service management, operations, and support sufficiently early into the planning of new or adapted ICT and cloud solutions. You ensure that solutions are fit to be provided as services, supportable, documented, monitorable, and integrable into the existing operating model. You accompany the transfer of new or adapted services to regular operations, including responsibilities, monitoring, documentation, lifecycle management, as well as information security and data protection requirements. You develop service management processes, particularly in the areas of incident, problem, change, availability, continuity, performance, and lifecycle management. You systematically analyze lessons learned from support cases, escalations, known issues, and service reviews, and you derive lasting improvements from them. You regularly support ICT Support, particularly in the reception, triage, and coordination of support requests, the monitoring of tickets with providers, as well as requests related to authorizations, connection, and registration. You assume a role as a business expert in ICT Service Management and coordinate the development of services, processes, and standards in close consultation with business units, ICT services, and external providers. You participate in onboarding and offboarding processes and contribute to the updating of documentation, instructions, known issues, and workarounds. Our requirements: You have completed university education, bachelor or master, in computer science, business informatics, business administration with an ICT specialization, or a comparable field, or completed higher vocational training. You also demonstrate several years of relevant experience in ICT Service Management, ICT operations, ICT Support, application management, or a comparable interface function. You are familiar with service catalogues, service levels, ICT operating processes, indicators, reporting, as well as operational support processes. You understand the interactions between business requirements, ICT services, operations, quality, costs, and risks, and you know how to derive pragmatic improvements from them. You have experience in the coordination and monitoring of support requests, in the use of ticketing processes, as well as in collaboration with business units, ICT services, and external providers. Knowledge of authorization management, connection and registration processes, as well as onboarding and offboarding processes is an asset. You work independently, structured, and reliably, you communicate appropriately to your interlocutors, and you know how to explain technical and organizational contexts clearly. You demonstrate an analytical and systemic mindset, you act with a service and solution orientation, and you possess a good sensitivity to data protection and information security. Experience with ITIL or comparable service management frameworks as well as knowledge of HERMES