Caritas Schweiz Inland, Caritas Schweiz
Luzern
11 hours ago
SMO Head & Service Family Owner 80 - 100 % (m/f/d)
- 18 March 2026
- 80 – 100%
- Luzern
Job summary
Join Caritas Switzerland as an SMO Head & Service Family Owner. Shape a solidary society!
Tasks
- Lead the Service Management Office for effective service delivery.
- Ensure standard service management processes and quality data.
- Drive collaboration between internal teams and external providers.
Skills
- Experience in IT Service Management and team leadership required.
- Strong knowledge of ITIL 4 and service integration practices.
- Excellent stakeholder management and conflict resolution skills.
Is this helpful?
About the job
Doing the right thing. In Switzerland and in around 20 countries on four continents. Join us in committing to the vision of a solidarity-based society, as
SMO Head & Service Family Owner 80 - 100 % (m/f/d)
Caritas Switzerland is committed to people in need – in Switzerland and worldwide. The ICT & Digital Organization of Caritas Switzerland is undergoing a transformation towards a service-oriented organization with clear services, responsibilities, and governance structures. In this process, we are building a Service Management Office (SMO) as a central integration and control function. In this key role, you will take on the professional leadership of the Service Management Office (SMO) and simultaneously be responsible for a Service Family within our service portfolio. You ensure standardized service management processes, transparent control data, and effective collaboration between internal teams and external providers. This creates the foundation for a reliable, integrated, and controllable service organization for around 1,100 employees worldwide.
Your tasks
Leadership of the Service Management Office
- Professional leadership and further development of the Service Management Office (SMO)
- Ensuring standardized service management processes (Incident, Change, Problem, Request)
- Building and operating a central Service Performance Reporting
- Ensuring data quality in the Operational Data Store / Reporting System
- Operational orchestration of collaboration between internal and external service providers
- Entrepreneurial responsibility for a Service Family within the ICT service portfolio
- Management and coaching of the associated Service Owners
- Development and implementation of the Service Roadmap
- Responsibility for budget, performance, and customer satisfaction of the services
- Gatekeeper for portfolio changes (new services, changes, retirements)
- Leading a cross-functional team
- Establishing a collaborative service culture ("One Team")
- Coordination between service families to avoid silos
- Escalation point for operational conflicts between teams or providers
- Contribution to the further development of the ICT & Digital Service Organization
Our requirements
Professional competencies
- Several years of experience in IT Service Management or Enterprise Service Management
- Experience with multi-provider environments and service integration
- Solid knowledge of ITIL 4, SIAM, or comparable frameworks
- Experience with service portfolios, SLAs, and performance reporting
- Experience in the transformation or further development of service organizations is an advantage
- Experience in leading teams or cross-functional organizations
- Ability to align different stakeholders on common standards and goals
- Strong conflict resolution skills and assertiveness
- Strategic thinking combined with operational implementation strength
- Entrepreneurial thinking and sense of responsibility
- Structured working style and high affinity for data and processes
- Strong stakeholder management
- Enjoyment of change and organizational development
Work location: Lucerne and 50% of the workload possible from home office
Start date: Immediately or by arrangement
Start date: Immediately or by arrangement
We offer:
Caritas offers attractive employment conditions and an open working atmosphere at the heart of social issues. For the active development and implementation of digital transformation, we rely on employees with a digital and agile mindset who enjoy participating in change processes.
For information about this position, please contact Mr. Jürgen Enderle, CIO / Head of ICT Department, phone +41 41 419 22 24.
We thank you for your interest and look forward to receiving your application by 15.04.2026 via the online portal.
Caritas Switzerland, Adligenswilerstrasse 15, 6002 Lucerne
- A key role in the transformation of the ICT & Digital Organization
- Scope for shaping the development of a modern service-oriented organization
- Collaboration with committed teams in Switzerland and internationally
- Modern working models and flexible working hours
Caritas offers attractive employment conditions and an open working atmosphere at the heart of social issues. For the active development and implementation of digital transformation, we rely on employees with a digital and agile mindset who enjoy participating in change processes.
For information about this position, please contact Mr. Jürgen Enderle, CIO / Head of ICT Department, phone +41 41 419 22 24.
We thank you for your interest and look forward to receiving your application by 15.04.2026 via the online portal.
Caritas Switzerland, Adligenswilerstrasse 15, 6002 Lucerne
