Senior IT Service Manager (a)

Working for the Canton of Luzern means helping to shape the future - that of the canton, its inhabitants, and not least your own. More than 7,000 employees in 200 different professions contribute daily to the excellent quality of life in our canton.

Die Dienststelle Informatik (DIIN) provides comprehensive IT services for the departments, courts, and schools of the Canton of Luzern. In addition to advising on IT issues in the areas of architecture, security, infrastructure, projects, and applications, and providing IT services, it operates the cantonal IT infrastructure in two modern data centers and is responsible for the construction and operation of the complex cantonal communications network.

The "a" in the job title stands for "alle" (all). The Canton of Luzern stands for diversity and variety.

Senior IT Service Manager (a) #

Service Catalog, Service Design & Service Level Management | 80% - 100% | Luzern ##

Die Dienststelle Informatik provides IT services for approximately 10,000 workstations of the cantonal administration. In the newly aligned customer service, you will shape which services we offer, how we describe them, and in what quality we provide them. You will work closely with the departments, State Chancellery, and the courts, in a partnership and with plenty of room for your ideas. In doing so, you will orient yourself towards ITIL 4 and work within our SAFe environment.

Your tasks

• Responsible for service portfolio and service catalog: You are responsible for the service catalog in Matrix42 and further develop the service design. You align the catalog with the business service model. You systematically incorporate new services from demand management into the catalog and provide the basis for their representation in the IT service portal. Together with billing, you ensure that all services have a traceable price.
• Control service levels: You are responsible for service level management. You define and negotiate SLA and OLA, align them with supplier management regarding supplier contracts, and monitor them continuously.
• Further develop ITSM processes and governance: You further develop the ITSM processes and governance structures, orienting yourself towards ITIL 4 and ISO/IEC 20000. You actively participate in preparing for the planned certification according to ISO/IEC 20000. In addition, you lead the ITSM Board, the decision-making body for ITSM topics.
• Lead specialist group professionally: You lead the specialist group Service Management professionally, without personnel management, and promote its further development. In doing so, you work closely with the Product Managers and Product Owners, the technical specialist teams, and the staff units of the department.
• Ensure and improve quality: You conduct reviews and reportings, derive improvements from them, and represent your topics confidently towards internal and external partners.

Your profile

• You have a Master's degree in computer science, business informatics, business administration, or a related field. Alternatively, you bring a comparable combination of basic training, demanding further training, and many years of relevant professional experience.
• With your many years of experience in IT service management and your sound knowledge in service design, service catalog management, and service level management, you also move confidently in complex subject matters. An ITIL 4 certification at the Foundation level is a requirement; further certifications are an advantage.
• You know the processes and connections in the ITSM environment very well and have experience in sustainably establishing and further developing processes, governance structures, and standards.
• You successfully drive complex specialist projects of strategic importance forward thanks to your structured, independent way of working and your methodical know-how. You know how to involve different stakeholder groups and achieve impact even without disciplinary authority.
• As a communicative, solution- and service-oriented personality, you convince through strong moderation skills, initiative, and assertiveness. You have very good German skills in speaking and writing; English skills are an advantage.

Finanzdepartement
Kundenservice
Marco Matafora
Bereichsleiter Kundenberatung

+41 41 228 7123