Expert Service Manager

Founded in Switzerland in 1968 Zühlke is owned by its partners and located across Europe and Asia. We are a global transformation partner with engineering and innovation in our DNA. Were trusted to help clients envision and build their businesses for the future to run smarter today while adapting for tomorrows markets customers and communities. Our multidisciplinary teams specialise in tech strategy and business innovation digital solutions and applications and device and systems engineering. We excel in complex regulated spaces including health and finance connecting strategy tech implementation and operational services to help clients become more effective resilient businesses.

If you share our values and want to do the best work for the right reasons we can offer you the chance to do it on a global scale and play a real role in shaping our exciting journey.

Key Responsibilities

Service Delivery & Operations

• Own the operational delivery of several managed service engagements ensuring SLA compliance service stability and quality.
• Act as the primary escalation point for service incidents coordinating triage resolution and rootcause analysis.
• Work closely with crossfunctional teams (engineering DevOps security cloud) to ensure integrated operational delivery.
• Contribute to the application and continuous enhancement of our ISO20000aligned service management processes.
  

Client & Stakeholder Management

• Manage client relationships proactively with particular focus on engagements in German-speaking markets.
• Communicate operational status risks and improvement opportunities in a clear and structured way.
• Foster longterm trust and alignment across multiple client stakeholders.

Governance & Reporting

• Produce and deliver service performance reports SLA monitoring and operational insights.
• Ensure documentation accuracy and compliance with service management frameworks and standards.
• Support harmonisation and standardisation of operational practices.

Continuous Improvement & Knowledge Management

• Identify and drive improvements in service delivery processes operational efficiency and client experience.
• Contribute to building reusable service components playbooks and process templates.
• Promote knowledge sharing and operational excellence across the Managed Services team.

Operations Consulting & PreSales

As part of your growth you will:

• Take part in presales activities including shaping service proposals defining operational models estimating service approaches and supporting client conversations.
• Help clients design operating models governance structures and process frameworks aligned with managed services best practices.
• Support clients in maturing their incident problem and operational processes.
• Contribute to transition readiness and operational onboarding for new managed service engagements.

Required Qualifications

• 5 years of experience in service management project management or a related operational role.
• Demonstrated ability to manage multiple service engagements.
• Strong knowledge of ITIL and experience with modern engineering / DevOps environments.
• Fluent English speaking and writing (mandatory) - required for internal communication reporting documentation and clientfacing work.
• German language skills are a strong preference given the growth in Germanspeaking markets.
• Excellent stakeholder management communication and problemsolving abilities.

What we offer

Work life blend:we offer a safe & healthy workplace with flexible working hours and the possibility to work from home

• Profit share scheme:In addition to your annual salary you may receive a profit share defined by the companys success in the previous year

• Global and Diverse Zühlke community:witness how colleagues from all our 16 offices across the globe come together to create a unique positive and inclusive work culture learning from one another at annual team camps and celebrating year-end parties and other local festivities.

• Committed to development:we are committed to the growth of our people and are investing in your development. Were empowering you to build the skills you need to make a positive impact both personally and for our clients today and in the future.

To dive deeper into local benefits of working inZühlke followthe link

If you feel you dont meet all the requirements we are still happy to get to know you learn more about your ambitions and ideas and look forward to receiving your application!

We welcome people from all backgrounds regardless of their gender personality national origin race religion colour sexual orientation gender identity age marital status disability or veteran status.