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Head of IT Service Operations

Posted on Sep 17, 2020 by Helvetica Partners Sarl

Bern, Switzerland
Immediate Start
Annual Salary

We are currently looking on behalf of one of our important clients for a Head of IT Service Operations. The role is a permanent position based in Bern Canton.

Your Role:

  • Hold responsibility for ensuring managed services & the necessary infrastructure.
  • Lead around 14 employees in the roles of system & network engineers & customer care specialists & ensure continuous training.
  • Coach & support employees in the following areas: technical support, coordination & distribution of upcoming tasks, support of the OKR process/target agreement, scheduling & resource planning.
  • Ensure the availability & security of cloud platforms, workplace environments (VDI, M365) & compliance with the agreed SLA.
  • Assist in shaping the Agile Environment (DevOps) & act as a bridge builder between the old & new IT world.
  • Hold responsibility for incident, change & problem management on the associated infrastructures.
  • Oversee the active design of the process & tool roadmap & have a significant influence on future service development.
  • Understand the business context of services to customers, ensure the service & consequently ensure customer satisfaction.
  • Continuously develop services in close cooperation with the development department.
  • Hold an advisory role in service development & help define process landscapes, service level agreements & service operation models.
  • Employ a working methodology based on the DevOps & Servant Leadership principles & cover the subject areas & contents of ITIL V4.

Your Skills & Experience:

  • Several years of professional experience in IT Operations with Managerial responsibilities.
  • In possession of a deep understanding of Process & Operational Management (ITIL, business administration).
  • An Agile mindset & motivated to employ a Servant Leadership style.
  • Ideally experienced in a similar role for an IT Service Provider.

Your Profile:

  • A completed higher education in the field of Information Technology.
  • Ideally certified in the Agile field (Scrum Master, Scrum Coach etc.).
  • Empathetic, skilled in self-reflecting, structured & both process & goal-oriented.
  • Proficient in mediating between different parties & excellent communication skills.
  • In possession of a high level of self-management & sense of responsibility.
  • Fluent German & English (spoken & written). Swiss German language skills are also very advantageous.

If you wish to apply, please send us your resume in Word format with some references.

Reference: 950605199

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