IT Service Delivery & Improvement Manager at 80-100%

GILAI is a competence centre in IT and information technology management serving the Disability Insurance Offices (AI) of nineteen Swiss cantons and Liechtenstein. Organised 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 a

In close connection with internal teams, our clients and our partners, you play a key role in the cross-functional management of our IT services, in a complex and multi-vendor environment.

Close to projects, operational teams and production deployments, you have a cross-functional view of all our products and services. You contribute to ensuring the expected service level, managing its continuous improvement and controlling the delivery of changes to our operational environments.

Service Management & Improvement

You are the cross-functional reference point for incident management of all criticalities, with particular responsibility for managing 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 respect, you:

• manage and coordinate major and mass incidents until service restoration;
• ensure a cross-functional view of incidents and oversee the quality of their handling and follow-up;
• organise feedback sessions and root cause analyses (RCA), and monitor the implementation of corrective measures;
• identify recurring incidents and structural issues to translate them into improvement actions;
• maintain a consolidated view of backlogs related to incidents, problems, security issues and vulnerabilities, taking into account their criticality and age;
• manage service levels (SLAs), quality indicators and service performance, analyse deviations and trends, and coordinate necessary improvement actions;
• prepare and lead service reviews and ensure follow-up of associated commitments;
• manage the design, implementation, governance and evolution of the ticketing platform, in connection with Service Management processes and product owners’ needs;
• exploit operational data to identify risks, recurrences and opportunities for continuous improvement.

Service Delivery Management

You contribute to structuring and controlling the delivery of changes from our information system to operational environments.

In close connection with projects and operational teams, you anticipate the impact of changes on services and ensure operational requirements and expected service levels are considered upstream of production deployments.

In this respect, you:

• ensure cross-functional governance of delivery activities, releases and production deployments across all products and services;
• develop and maintain a consolidated view of planned changes and their impacts on services;
• support projects in preparing for production deployment and ensure operational and service quality requirements are taken into account;
• coordinate internal and external actors involved in preparing and executing production deployments;
• ensure risk, dependency and prerequisite management, as well as proper operational preparation of production deployments;
• use lessons learned from incidents and problems to evolve delivery practices and reduce risks related to changes.

Your profile

Experience & Expertise

You hold a higher diploma in business informatics, engineering, information systems or a related field (HES, University, EPFL or equivalent); an ITIL certification is an asset. You have proven experience in Service Management, Service Delivery or IT Operations, ideally gained in a complex and multi-vendor IT environment. You master ITIL practices, notably in Service Level, Incident, Problem, Change and Continual Improvement Management, and have hands-on experience 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 enables you to interact effectively with specialists in application, infrastructure, development and cybersecurity domains, while providing the necessary perspective to challenge their analyses.

Approach & Collaboration

Structured, pragmatic and with good analytical and prioritisation skills, you are comfortable in a cross-functional role. You know how to coordinate multiple actors without hierarchical links, communicate effectively with both technical teams and management, and ensure follow-up of actions until completion. Close to the field, you favour a factual approach and seek to transform findings into concrete and sustainable improvements.

Our offer

• A flexible and caring environment that promotes a balance between professional commitment and quality of life;
• A collaborative culture and a workplace certified Great Place to Work® and Best WorkplacesTM Suisse Romande 2025;
• A trust-based operation, with the possibility of remote working;
• Offices easily accessible, just a stone’s throw from Vevey train station;
• Starting date to be agreed together.

We look forward to receiving your application by 25 September 2026 - votreavenir@gilai.ch .