IT Service Delivery & Improvement Manager at 80-100%

Ref 2578262 | Date: 11 Sept 2026 GILAI GILAI is an IT competence center and information technology management center serving the Disability Insurance (AI) Offices of nineteen Swiss cantons and Liechtenstein. Organized as an association, it supports its members by deploying integrated IT solutions. As a human-sized company, focused on innovation and committed to offering the best solutions and services to our members, we are looking for an IT Service Delivery & Improvement Manager at 80-100%. In close connection with internal teams, our clients, and our partners, you will play a key role in the transverse management of our IT services, in a complex and multi-vendor environment. Closely linked to projects, operational teams, and production deployments, you will have a transverse vision of all our products and services. You will contribute to ensuring the expected service level, driving continuous improvement, and mastering the delivery of evolutions to our operational environments. Service Management & Improvement You are the transverse point of reference for the management of incidents of all criticality, with a particular responsibility in the management of major and mass incidents. In coordination with internal teams and our partners, you ensure their proper handling and, beyond their resolution, draw the necessary lessons to sustainably improve the quality of our services. In this capacity, you: * manage and coordinate major and mass incidents until service restoration; * ensure a transverse vision of incidents and ensure the quality of their processing and follow-up; * organize feedback and root cause analyses (RCA), and ensure the follow-up of the implementation of corrective measures; * identify recurring incidents and structural issues in order to translate them into improvement actions; * maintain a consolidated vision of backlogs related to incidents, problems, security issues, and vulnerabilities, taking into account their criticality and seniority; * manage service levels (SLA), quality indicators, and service performance, analyze gaps and trends, and coordinate the necessary improvement actions; * prepare and lead service reviews and ensure the follow-up of associated commitments; * manage the design, implementation, governance, and evolution of the ticketing platform, in connection with Service Management processes and the needs of product owners; * exploit operational data to identify risks, recurrences, and opportunities for continuous improvement. Service Delivery Management You contribute to structuring and mastering the delivery of evolutions of our information system to the operational environments. In close connection with projects and operational teams, you anticipate the impact of changes on services and ensure the consideration of operational requirements and expected service levels ahead of production deployments. In this capacity, you: * ensure transverse governance of delivery activities, releases, and production deployments across all products and services; * develop and maintain a consolidated vision of planned changes and their impacts on services; * support projects in the preparation of their transition to production and ensure the consideration of operating and service quality requirements; * coordinate internal and external actors involved in the preparation and realization of production deployments; * ensure the control of risks, dependencies, and prerequisites, as well as the proper operational preparation of production deployments; * exploit lessons learned from incidents and problems to evolve delivery practices and reduce risks related to changes. Your profile Experience & Expertise You have a higher degree in business IT, engineering, information systems, or a related field (HES, University, EPFL or equivalent title); an ITIL certification is an asset. You have proven experience in Service Management, Service Delivery, or IT Operations, ideally acquired in a complex and multi-vendor IT environment. You master ITIL practices, particularly regarding Service Level, Incident, Problem, Change, and Continual Improvement Management, and possess concrete experience in managing major incidents, SLAs, and service quality indicators. Technical Culture & Security You have a good understanding of release, change, production deployment, and transition to operations processes, as well as solid knowledge in information security, vulnerability management, and operational risks. Your technical culture allows you to interact effectively with specialists in the application, infrastructure, development, and cybersecurity domains, while providing the necessary perspective to challenge their analyses. Approach & Collaboration Structured, pragmatic, and endowed with good analysis and prioritization skills, you are comfortable in a transverse role. You know how to coordinate multiple actors without a hierarchical link, communicate with both technical teams and management, and ensure the follow-up of actions until their realization. Close to the field, you prioritize a factual approach and seek to transform observations into concrete and sustainable improvements. Our offer * A flexible and caring environment, which promotes balance between professional commitment and quality of life; * A collaborative culture and a framework