IT Service Manager (m/f/d) - Focus Change, Incident & Practice Management (100%) St. Gallen or Zürich-Flughafen

In this demanding key position, you are located directly as a staff position with the Head of Abraxas SERVICE DESK IT. You bear holistic responsibility for ensuring that the entire process from the first customer request to the sustainable solution functions smoothly. You are the strategic and operational link that ensures that requests (Incidents and Requests) pass through our support and operations organization efficiently and cleanly. For our location in St. Gallen or Zürich-Flughafen, we are looking for a motivated personality as IT Service Manager (m/f/d) starting from 1 September or by arrangement. Your Role ## • Incident & Major Incident Management (customer focus): You monitor and control the flow of disruption reports through the support units. In the event of critical major disruptions (Major Incidents), you take on the central, customer-focused role: you ensure seamless, professional, and transparent communication towards our demanding customers. • Change Management & Change Enablement: You are responsible for controlling all IT changes and actively drive change enablement forward. Through your proactive guidance and control of the entire process, you minimize the risk of change-related events in operations and ensure the stability of customer systems. • Practice Management & Process Steering: You continuously analyze the interfaces and processes between customer requirements, support, and operations. You define standards, optimize ITSM practices (CSI approach oriented towards ITIL Version 5), with a focus on Service Desk & Change Enablement, and ensure their compliance, the KPI, in the organization. If necessary, you ensure a know-how transfer in the organization according to the train-the-trainer principle. Your Profile ## • Completed studies in computer science, business informatics, or a comparable qualification with corresponding many years of professional experience. • Sound practice in IT Service Management, specifically in Incident, Major Incident, Problem, and Change Management in a complex enterprise or provider environment. • Certification in ITIL 4 or higher (ideally Managing Professional) as well as a deep understanding of agile and classical operational structures. • You keep a cool head in critical situations, are strong in communication, and assertive. • You know how to translate the needs of authorities and emergency services (Blaulichtorganisationen) into professional IT processes. • Business fluent German (C1 level) and very good English skills are a prerequisite for this role, other national languages are an advantage. Your Benefits ## • Up to 60 % home office possible with a 100 % workload • Vacation purchase (2 weeks per year) • 41h week with flexible working hours with a full-time workload • Min. 25 days vacation per year • Promotion of further training financially or temporally at 100 % • Free SBB Half-Fare travelcard for all employees We maintain an open "Du" culture - so feel free to send us your application directly in the "Du" form.