Pensum: 100 %
Arbeitsort: 3 Tage pro Woche in Davos, 2 Tage pro Woche Homeoffice
Service Delivery Management:
- Design, build and manage the delivery of IT services to internal and external stakeholders in alignment with SLAs and KPIs
- Conception, design, engineering and implementation of infrastructure projects in the cloud
- Design and build the IT Target operating model, containing elements like managed work, standardization and automation
- Act as the primary point of contact for service-related issues, escalations, and performance reviews
- Work closely with IT Security: implement security controls, such as firewalls, security groups, and network access controls, to protect cloud infrastructure and data
- Lead service improvement initiatives and ensure customer satisfaction
- Design and implement data storage and archiving solution
- Design and implement disaster recovery plans for cloud infrastructure services
- Strongly align with IT Operations and related activities
- Coordinate with vendors and third-party providers for hardware, software, and support services in collaboration with IT Operation and IT Partner Management and procurement
Team Leadership & Collaboration:
- Mentor IT support and operations teams
- Keep the skill matrix of the teams updated and ensure that all team members evolve their skills as required
- Collaborate with business units to understand requirements and align IT services accordingly
- Foster a culture of accountability, continuous improvement, and customer focus
Governance & Compliance:
- Ensure compliance with IT policies, standards, and regulatory requirements
- Collaborate in the IT audits, in the IT risk assessments, and in disaster recovery planning
- Maintain documentation for operational procedures and service delivery processes
Reporting & Metrics:
- Monitor and report on service performance, operational health, and improvement initiatives of related vendors and internally
- Provide insights and recommendations to senior leadership based on data and trends
Anforderungen:
- Bachelor's degree in Information Technology, Computer Science, or related field
- 5–10 years in IT service delivery, operations, or infrastructure management
- 5 years or more experience in leading one or more teams
- Strong leadership and communication abilities
- High impact regarding trust, productivity and service quality as leader, manager and mentor on team leaders and team members within and outside the scope of responsibility
- Deep understanding of ITSM frameworks and related best practices in Service Delivery
- Proficiency in IT infrastructure, cloud services, and enterprise systems
- Fluency in English. Fluency in German or any other languages will be considered as an added value