ICT Service Manager Jobs in Basel-Landschaft

Bachem is a leading, innovation-driven company specializing in the development and manufacture of peptides and oligonucleotides. With over 50 years of experience, Bachem provides products for research, clinical development and commercial application to pharmaceutical and biotechnology companies worldwide, offering a comprehensive range of services. Bachem operates internationally with headquarters in Switzerland and locations in Europe, the US and Asia.

• Own core ITSM processes, leading Incident, Problem, Configuration and Event Management globally, ensuring SLA compliance and alignment with SOPs/ITIL
• Define performance metrics by setting KPIs/SLAs, building dashboards, delivering monthly reports and managing escalations
• Maintain process documentation, create and update SOPs, training materials and ensure role clarity with tracked training records
• Drive Problem Management by running RCA processes, remediation follow-up, stakeholder communication and proactive risk identification
• Manage Known Errors by maintaining Key Issue databases and ensuring workarounds are documented and shared
• Lead CMDB governance, owning CMDB strategy, CI lifecycle accuracy, data models and service dependency mapping
• Ensure CMDB data quality through audits, reconciliation, issue resolution and integration with change/incident/monitoring processes
• Optimize CMDB tooling by enhancing CMDB/asset platform usage, automating via discovery tools and reporting on configuration compliance
• Run Event Management to ensure monitoring coverage, correct event filtering/correlation and impact-based escalation
• Define event automation by maintaining thresholds, notifications and automated/self-healing responses

• 7+ years in IT Operations, Service Management or a related technical field, including Service Operations or Service Delivery Management
• Hands-on experience in Incident, Problem, Configuration and/or Event Management; Major Incident Management is an advantage
• ITIL Foundation certification required; ITIL Intermediate/Expert an asset
• Strong cross-domain technical expertise across infrastructure, applications, databases, and security, with a deep understanding of their interdependencies—including modern workplace devices, application servers, and backend platforms
• Strong analytical skills to identify patterns, correlations and root causes, with the ability to lead technical RCA calls
• Excellent communication skills, translating technical detail into business- and user-friendly language
• Strong facilitation and leadership under pressure, with the ability to work across global teams and manage stakeholders at all levels
• Experience with monitoring, log analysis and service management platforms (e.g., ServiceNow, LogicMonitor)

• A dynamic and rapidly growing work environment with internal development and training opportunities
• Flexible working hours with home office days and an option for obtaining additional vacation days through workload reduction
• 60% coverage of pension fund contributions by Bachem AG as well as option for extra-mandatory pension provision with the Pension Plan Plus
• Access to benefits platforms with discounts from external partners
• Fresh, healthy and varied food in the staff restaurant
• A wide range of free sports activities on the Bachem Campus

Bachem is an international company with headquarters in Switzerland, specializing in peptides and oligonucleotides, and is listed on the SIX Swiss Exchange.

You will find a diverse, multicultural team.