With 1500 employees from more than 30 countries and cultures working at 14 sites, Skyguide provides air traffic control services for Switzerland and parts of neighbouring countries. In 2020, Skyguide safely and efficiently guided around 0.5 million (in previous years around 1.3 million) civil and military aircraft through the busiest airspace in Europe.
That’s why Skyguide needs you!

IT Service Operation Manager 80-100%

The IT Infrastructure Services division provides shared services across all skyguide domains. The IT Service Operation Manager leads the IT Services Management (ITSM) team of the IT Infrastructure Services unit.

Mission:

• Manage the IT Service Management (ITSM) team 


• Provide thought leadership for ITSM and establish ITIL as best practice ITSM framework within the division


• Design and implement harmonised ITSM processes in close collaboration with process owners


• Advance ITSM reporting based on strong metrics and KPIs using the tool set available


• Build a strong relation with ITSM stakeholders from other units


• Manage the relationship with internal and selected external service providers


• Create a joint understanding with the leadership of software development how ITIL and DevOps work together

Profil:

• Degree in IT or Business Management


• ITIL v3 Foundation Certification & ITIL 4 Foundation Certification, ITIL knowledge beyond theory


• ISO 20000 (IT Service Management) certification


• Management & auditing organization experience


• Good understanding of an IT service provider including services offered, customers/users and applied technologies


• Experience in managing multiple sourcing partners and designing the operational processes


• Teamplayer with excellent inter-personal skills


• Native or fluent either in French or German (C2), both would be an asset. Fluent in English (min. C1)


• Wilingness to travel between Dübendorf and Geneva