It Service Delivery

Job Profile: IT Service Delivery – Team Lead

Department: COO – IT / IT Service Delivery

Location: Geneva – On-site (not hybrid)

Job Type: Full-Time (Permanent)

Reports To: Head of IT Service Management

Date: 01.08.2026

The IT Service Delivery – Team Lead is responsible for managing the daily operations and governance of IT Service Management (ITSM) processes within UBP, focusing on Incident, Problem, Change, and Vulnerability Management, the ITSM tool (Jira Service Management), and CMDB governance. The role ensures high quality of service to end users and senior management, guarantees strict adherence to ITSM and Vulnerability Management processes, and contributes to continuous improvement of IT Service Delivery.

Beyond process ownership, the role directly supports the bank’s business continuity by reducing IT incident impacts and improving user experience. The Team Lead acts as a key ITSM reference within IT, steering processes data‑driven, and collaborates closely with IT, Cybersecurity, Risk, and business stakeholders.

• IT Incident Management:
  • Coordinate and oversee the end‑to‑end IT Incident Management process.
  • Ensure timely, clear and audience‑appropriate communication and reporting on IT incidents to end users, IT management and business stakeholders.
  • Monitor incident trends, identify recurring issues and propose corrective and preventive actions.
  • Ensure that SLAs, regulatory requirements (including DORA) and internal quality standards are met.
  • Measure and improve user satisfaction (e.g. post‑incident surveys, CSAT) and minimize business impact and downtime for critical services.
• IT Problem Management:
  • Coordinate and oversee IT Problem Management activities.
  • Facilitate root cause analysis, ensure appropriate documentation of known errors and maintain a robust Known Error Database.
  • Communicate and report on IT problems to IT stakeholders, with a more technical audience than Incident Management.
  • Follow up on action plans to prevent recurrence of major incidents and track their effectiveness over time.
  • Maintain close communication with the Service Desk to detect patterns and emerging issues, leveraging ITSM data and trends to prioritize high‑impact problems.
• IT Change Management:
  • Lead the IT Change Management process: risk assessment, validation, presentation and follow‑up of all IT changes in production.
  • Ensure strict adherence to IT Change processes to protect the Bank against undeclared or incorrectly assessed changes.
  • Chair or actively participate in Change Advisory Boards (CAB) and ensure proper documentation and communication of decisions.
  • Monitor change KPIs (success rate, back‑out rate, incidents related to changes) and drive continuous improvement.
  • Align the Change Management process with Agile / Dev Ops practices used by development and infrastructure teams, while maintaining compliance, stability and security.
• Vulnerability Management:
  • Oversee the end‑to‑end Vulnerability Management process in coordination with Cybersecurity and Infrastructure teams.
  • Ensure regular vulnerability scanning, assessment and prioritisation based on risk and business impact.
  • Coordinate remediation plans, track progress and elevate when deadlines or risk thresholds are not met.
  • Ensure alignment between Vulnerability Management and Incident, Problem and Change processes (e.g. remediation via standard or emergency changes).
• ITSM Tool Ownership:
  • Act as process owner for the ITSM tool used by all IT users to log incidents, changes, problems, requests and work orders.
  • Manage the lifecycle of the platform, including evolution requests, configuration changes and daily operational tasks.
  • Coordinate with technical teams for upgrades, integrations and performance improvements.
  • Ensure data quality, consistency of categories and a user‑friendly experience within the tool.
  • Define and evolve the ITSM data model (ticket types, workflows, mandatory fields) to support reporting, audit and continuous improvement needs.
  • Promote automation (routing, notifications, integrations with other tools) to improve operational efficiency.
• CMDB Governance:
  • Ensure implementation of the CMDB strategy defined by senior management.
  • Oversee…