RUAG AG
Emmen
ICT Service Manager
- 20 October 2026
- 100%
- Emmen
Job summary
Shape IT service management at RUAG, a leader in security solutions. Join a dynamic team focused on excellence and collaboration.
Tasks
- Develop and enhance service portfolio, budgeting, and provider management.
- Define, negotiate, and monitor SLAs and OLAs for reliable IT services.
- Ensure service quality through KPI monitoring and collaboration with teams.
Skills
- Degree in (business) IT or equivalent experience in IT service management.
- In-depth knowledge of ITIL processes and service management.
- Strong communication skills and customer-oriented team player.
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About the job
What you can achieve
- Actively shape IT service management – build and continuously develop business services, service portfolio, service catalogue, budgeting, cost allocation and provider management.
- Define, negotiate and monitor SLAs and OLAs – with end-to-end responsibility for stable and reliable IT services.
- Ensure and improve service quality – through KPI-based monitoring, meaningful reporting and close collaboration with specialist departments, internal IT teams and external partners.
- Use and further develop service tools such as ServiceNow – for efficient control and high transparency.
- Evaluate management information – identify optimisation potential and initiate improvements within the framework of Continual Service Improvement (CSI).
- Help shape the IT sourcing strategy – with the aim of sustainably strengthening service excellence and cost-effectiveness.
- Make service costs transparent – develop cost models and ensure cost allocation based on causation.
- Promote a service culture – empower teams, share knowledge and actively support changes within the organisation.
What you bring with you
- Completed degree in (business) informatics, equivalent training or several years of professional experience in the IT service environment
- Sound knowledge of ITIL processes (ideally ITIL Foundation or higher)
- Experience in IT service or provider management
- Basic technical understanding of common IT infrastructures (networks, servers, cloud, end devices)
- Very good German and good English skills, both spoken and written.
- Communicative, committed and reliable team player with a strong service and customer orientation
Salary and benefits
About 3000 employees of RUAG and RUAG Real Estate make a significant contribution to Switzerland's security every day. They ensure that the Swiss Army as well as other operational and security organisations can fully perform their tasks at all times.
- Completed degree in (business) informatics, equivalent training or several years of professional experience in the IT service environment
- Sound knowledge of ITIL processes (ideally ITIL Foundation or higher)
- Experience in IT service or provider management
- Basic technical understanding of common IT infrastructures (networks, servers, cloud, end devices)
- Very good German and good English skills, both spoken and written.
- Communicative, committed and reliable team player with a strong service and customer orientation
- Actively shape IT service management – build and continuously develop business services, service portfolio, service catalogue, budgeting, cost allocation and provider management.
- Define, negotiate and monitor SLAs and OLAs – with end-to-end responsibility for stable and reliable IT services.
- Ensure and improve service quality – through KPI-based monitoring, meaningful reporting and close collaboration with specialist departments, internal IT teams and external partners.
- Use and further develop service tools such as ServiceNow – for efficient control and high transparency.
- Evaluate management information – identify optimisation potential and initiate improvements within the framework of Continual Service Improvement (CSI).
- Help shape the IT sourcing strategy – with the aim of sustainably strengthening service excellence and cost-effectiveness.
- Make service costs transparent – develop cost models and ensure cost allocation based on causation.
- Promote a service culture – empower teams, share knowledge and actively support changes within the organisation.
