Group Leader IT Service Desk (f/m/d), 100%

To drive our continuous organic growth, we are constantly looking for highly qualified professionals. We are seeking an experienced and service-oriented Group Leader IT Service Desk (f/m/d), 100% to lead our IT Service Desk Function across multiple European sites. This role is critical in ensuring high-quality, compliant, and customer-focused IT services in a regulated, global environment. You will manage a distributed team, drive service excellence, and collaborate closely with global IT Departments Functions and external service providers.

Your tasks:

• Follow up on CSAT surveys and drive continuous improvement in customer satisfaction.
• Align Service Desk Function with Nearshore and Global Service Desk Teams.
• Manage external service providers, including contract reviews, SLAs, and escalations.
• Conduct service availability reviews, trend analysis, and generate management reports.
• Track, manage and report KPIs for service performance and process compliance.
• Design and continuous improvement of ITSM processes, including incident management, major incident management, problem management, service request fulfillment, and knowledge management.
• Address IT security and risk management tasks, including audit remediation.
• Collaborate with IT Technology Services on lifecycle and roadmap initiatives.
• Ensure GxP/GMP-compliant IT operations in regulated environments.
• Lead service desk-related projects (e.g., RFPs, migrations, tool implementations).
• Support the onboarding, education, and development of IT apprentices.

• Conduct performance reviews and identify development opportunities.
• Represent the team in global IT meetings and foster cross-functional alignment.
• Support strategic workforce planning and organizational readiness.
• Apply Bachem’s leadership principles and demonstrate an entrepreneurial mindset.
• Ensure compliance with internal policies and contribute to IT governance goals.
• Foster a strong service-oriented culture and performing team environment.

Your profile:

• Bachelor’s or master’s degree in information technology or equivalent.
• ITIL Foundation certification required; ITIL Intermediate in Service Operation preferred.
• Leadership training and basic financial knowledge are advantageous.

• 10+ years work experience in IT, with a focus on IT end-user services.
• At least 5 years in a leadership role within a life sciences or industrial environment.
• Proven success in team leadership, service improvement, and cross-site coordination.
• Experience in GxP/GmP environments and ERP systems (e.g., SAP).
• Strong knowledge of ITSM platforms (e.g., ServiceNow) and workplace technologies (SCCM, Intune, AD).
• Background in managing IT projects and outsourced service providers.
• Experience mentoring or training apprentices or junior IT staff is a plus.

• "Customer First” mindset and service-oriented leadership style.
• Strong communication and stakeholder management abilities.
• Ability to drive change, foster team spirit, and ensure high service quality.

• Fluent in English and German (spoken and written) – mandatory.
• French is an advantage.

Our offer:

• A dynamic and rapidly growing work environment with internal development opportunities

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

Would you like to drive innovation together with us?

We look forward to receiving your complete application documents via our application portal.

Learn more about the Bachem Group and get inspired by our exciting work environment at our location in Bubendorf!