Head of User Relations Service - 80% to 100%

Reporting to the Direction de la transformation numérique et de l’intelligence augmentée (DTN-IA), you will take responsibility for the Service relation utilisateurs et utilisatrices and actively contribute to the quality, performance, and evolution of the institution's digital services.

As the preferred interlocutor for business departments, the Service relation utilisateurs et utilisatrices ensures the interface between users and the DTN-IA teams. It ensures that business needs are taken into account in all activities of the directorate while supporting the development of digital uses and the continuous improvement of services. The Service is structured around three complementary areas: Service Management, Project Management, and Digital Management.

In this role, you will ensure the strategic, operational, and financial management of the service. You will define orientations, supervise the portfolio of services, implement performance indicators, and guarantee the achievement of service quality objectives within a logic of continuous improvement.

You will develop trust-based partnerships with directorates, departments, and business representatives to collect, analyze, and prioritize their needs. You will support teams in identifying opportunities offered by digital technology and contribute to the development of roadmaps to support the transformation of the institution.

Leading multidisciplinary teams, you will ensure the management and development of the service's employees. You will promote a culture centered on the user, innovation, collaboration, and service quality.

As a member of the DTN-IA Executive Committee, you will participate in the definition and implementation of the directorate's strategy. You will contribute to performance management, the prioritization of investments, and the identification of value creation opportunities for the HUG.

You hold a university degree at Master's level in information systems, business informatics, engineering, or equivalent.

You have at least 10 years of confirmed experience in IT management, business relations, or digital service governance functions, ideally in a complex hospital or institutional environment. Significant experience in team management as well as in user relations management is a prerequisite.

You have a keen sense of listening, service, and excellent interpersonal skills. You are able to prioritize, plan, and solve complex problems. You possess an analytical and synthetic mind to evaluate and anticipate user needs. You are able to unite multidisciplinary teams around common goals.

You have good knowledge of hospital IT environments, digital service management, and project management. Knowledge of regulatory issues and standards in the healthcare field is an asset.

Finally, you are distinguished by your leadership, adaptability, innovative spirit, as well as your skills in negotiation and change management.

• Start date: to be agreed
• Number of positions: 1
• Activity rate: 80% to 100%
• Function class: 27
• Contract: CDI
• On-call duties: yes
• Application deadline: 23.09.2026
• Information requests: Mme A.-C. Pliska, Directrice de la DTN-IA, anne-claire.pliska@hug.ch (mailto:anne-claire.pliska@hug.ch)

Your application file must include a letter demonstrating your motivation, your curriculum vitae, copies of the diplomas and certificates required for the position, and the last 2 work certificates.

This advertisement is addressed to women and men alike.

Wishing to commit to the fight against unemployment, the HUG encourage applications coming from the Office cantonal de l’emploi.

Only applications submitted via the recruitment platform will be considered. Paper and email applications will not be processed.

With more than 13,000 employees representing 160 professions, the Hôpitaux Universitaires de Genève are a reference institution at the national and international levels. To learn more about our institution, take a few minutes to consult our 2025 retrospective by clicking here (https://www.youtube.com/watch?v=p8kVMJchPR0).

The Direction de la transformation numérique et de l'IA (DTN-IA) (https://www.hug.ch/direction-transformation-numerique-et-ia) supports the digital transformation of the institution. It designs, manages, and evolves the HUG information system, and plays a key role in the development of innovative digital products serving hospital performance and quality of care. Its action aims notably to improve the patient journey before, during, and after hospitalization, to optimize hospital flows, and to support healthcare professionals through adapted tools that reduce the administrative burden. It also contributes to the development of clinical research and innovation, notably through the integration of artificial intelligence technologies, and participates in the prestige of the HUG as a major player in digital health.

The DTN-IA operates a large-scale technological environment, including more than 13,500 workstations, 2,500 servers, and more than 500 applications, accessible continuously (24/7). It meets the digital needs of more than 13,000 employees as well as several partner institutions.

A hospital particularity: the DTN-I