Own core ITSM processes — Lead Incident, Problem, Configuration and Event Management globally, ensuring SLA compliance and alignment with SOPs/ITIL.
Define performance metrics — Set KPIs/SLAs, build dashboards, deliver monthly reports and manage escalations
Maintain process documentation — Create and update SOPs, training materials and ensure role clarity with tracked training records
Drive Problem Management — Run RCA processes, remediation follow‑up, stakeholder communication and proactive risk identification
Manage Known Errors — Maintain Key Issue databases and ensure workarounds are documented and shared
Lead CMDB governance — Own CMDB strategy, CI lifecycle accuracy, data models and service dependency mapping
Ensure CMDB data quality — Perform audits, reconciliation, issue resolution and integration with change/incident/monitoring processes
Optimize CMDB tooling — Enhance CMDB/asset platform usage, automate via discovery tools and report on configuration compliance
Run Event Management — Ensure monitoring coverage, correct event filtering/correlation and impact‑based escalation
Define event automation — Maintain thresholds, notifications and automated/self‑healing responses

7+ years in IT Operations, Service Management or a related technical field, including Service Operations or Service Delivery Management
Hands-on experience in Incident, Problem, Configuration and/or Event Management; Major Incident Management is an advantage
ITIL Foundation certification required; ITIL Intermediate/Expert an asset.
Strong cross-domain technical expertise across infrastructure, applications, databases, and security, with a deep understanding of their interdependencies—including modern workplace devices, application servers, and backend platforms
Strong analytical skills to identify patterns, correlations and root causes, with the ability to lead technical RCA calls
Excellent communication skills, translating technical detail into business
and user-friendly language
Strong facilitation and leadership under pressure, with the ability to work across global teams and manage stakeholders at all levels
Experience with monitoring, log analysis and service management platforms (e.g., ServiceNow, LogicMonitor).

A dynamic and rapidly growing work environment with internal development and training opportunities
Flexible working hours with home office days and an option for obtaining additional vacation days through workload reduction
Company‑run daycare center on the Bachem Campus in Bubendorf
60% coverage of pension fund contributions by Bachem AG as well as option for extra-mandatory pension provision with our Pension Plan Plus
Access to benefits platforms with discounts from external partners
Fresh, healthy and varied food in our staff restaurant
A wide range of free sports activities on the Bachem Campus

IT Service Delivery Manager

Key skills