ITSM Incident and Problem Manager | ITSM Incident & Problem Manager - h/f

Job Summary

The successful candidate will be responsible for leading the entire lifecycle of IT services, encompassing design, transition, delivery, and continuous optimization. This critical role involves ensuring the operational management of services, strictly adhering to established Service Level Agreements (SLAs), and continuously improving ITIL processes across the organization. Key daily activities include managing and tracking major incidents, problems, and critical requests, supervising internal teams and external vendors involved in service delivery, and producing robust key performance indicators (KPIs) to analyze and drive service performance improvements. Furthermore, the Manager will participate in IT projects, representing operations to ensure a smooth transition into production, and maintaining effective communication with business and IT stakeholders regarding risks and priorities. This position requires proven experience in an international setting, strong analytical skills, and fluency in both French and English, offering the opportunity to promote IT best practices within a flexible, international organization based in the canton of Vaud.