Application Manager / Service Family Owner (Application & Business Support) 80 - 100 % (m/w/d) — Caritas Schweiz

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Do the right thing. In Switzerland and in about 20 countries on four continents. Engage with us for the vision of a society of solidarity, as

Application Manager / Service Family Owner (Application & Business Support) 80 - 100 % (m/f/d)

The Caritas Switzerland's ICT & Digital organization is in a transformation towards a service-oriented organization with clear services, responsibilities and governance structures. With this role, you take over the professional and disciplinary leadership of the Family Service Application Services and Business Support Services teams. You are responsible for the standard-based operation of all Business Application and Business Support Services. You are in charge of the orderly development of new Services and Services Releases.

This includes the management of the service portfolios with customer representatives, the management of internal initiatives and the management of external providers. As part of the ICT & Digital Leadership team, you will thus create the basis for digitally supported business processes and satisfied stakeholders.

Tasks Management of Service Florida Application Service (ApS) and Business Support Services (BSS) - Professional leadership and further development of Service Family Teams - Ensure compliance with standardized Service Management processes (Incident,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St.,St

Control and coaching of the associated Service Owner

• Development and implementation of the Service Roadmap
• Responsibility for costs, performance and customer satisfaction
• Contact person for all & Auml; changes of the Service Portfolio
• Management of two cross-functional performance teams (ApS and BSS)
• The Customer Leader at the level Service Family
• Establishment of a collaborative service culture ("One Team,)
• Coordination between Service Florida to avoid silos
• Escalation instance for operational conflicts
• Contribution to the further development of the ICT & Digital

Service organization

Requirements

• Multi-year experience in IT Service Management or Enterprise Service Management
• Multi-provider Environment and Service Integration
• A well-founded knowledge of ITIL, SIAM or comparable frameworks
• Portfolio Management, SLA Management and Performance Reporting
• Experience in the transformation or further development of service organizations of benefit
• Experience in the management of teams and cross-functional organizations and regional leadership
• Ability to align different stakeholders to common standards and goals

High-level conflict resolution and assertiveness - Strategic thinking combined with operational implementation power – i.e.

Partially carry out your own work

• entrepreneurial thinking and responsibility
• structured working methods and high data and process affinity with simultaneous «Ärmel-high» mentality
• sense of stakeholder needs
• joy in change and organizational development

We offer

• A key role in the transformation of the ICT & Digital Organization
• Design scope for building a modern service-oriented organization
• Cooperation with committed teams in Switzerland and internationally
• Modern working models and flexible working hours