AMS Service Lead – Customer Solutions (Retail, Brand & Digital) (f/m/x)
AMS Service Lead – Customer Solutions (Retail, Brand & Digital) (f/m/x)
AMS Service Lead – Customer Solutions (Retail, Brand & Digital) (f/m/x)
AMS Service Lead – Customer Solutions (Retail, Brand & Digital) (f/m/x)
IBM Client Innovation Center Switzerland GmbH
Internet, IT
Bussigny
- Art der Beschäftigung: Vollzeit
- 99.000 CHF – 123.000 CHF (von XING geschätzt)
- Vor Ort
- Zu den Ersten gehören
AMS Service Lead – Customer Solutions (Retail, Brand & Digital) (f/m/x)
Über diesen Job
AMS Service Lead – Customer Solutions (Retail, Brand & Digital) (f/m/x)
Bussigny, Vaud, Switzerland Professional
Introduction
In this role, you’ll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients the around world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe.
You’ll work with visionaries across multiple industries to improve the hybrid and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including IBM Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
Your role and responsibilities
The AMS (Application Management Services) Service Lead – Customer Solutions is responsible for the end-to-end delivery, stability, and continuous improvement of application services supporting Retail, Brand, and Digital business domains. This role ensures high service quality, operational excellence, stakeholder satisfaction, and continuous optimization, acting as the primary interface between business stakeholders, IT delivery teams, and service providers. Key Responsibilities Service Ownership & Delivery
- Own end-to-end AMS service delivery for Customer Solutions applications (Retail, Brand, Digital platforms).
- Ensure high availability, performance, reliability, and security of production systems.
- Act as single point of accountability for service quality and outcomes.
- Lead incident and major incident management, ensuring rapid resolution and effective communication.
- Drive root cause analysis (RCA) and implement preventive actions.
- Oversee problem management and continuous improvement initiatives.
- Govern change and release processes, ensuring stability and business continuity.
- Build strong relationships with business leaders, product owners, digital teams, and vendors.
- Translate business needs into service priorities.
- Lead service reviews and performance reporting with stakeholders.
- Define, track, and improve SLAs, OLAs, and KPIs.
- Continuously improve service efficiency, quality, and cost-effectiveness.
- Implement monitoring and automation strategies.
- Identify opportunities for process automation, DevOps, AIOps, and cloud optimization.
- Support digital transformation initiatives.
- Promote ITIL best practices and modern service management approaches.
- Ensure compliance with security, data protection, audit, and regulatory requirements.
- Maintain operational documentation, runbooks, and service processes.
- Retail platforms (POS, OMS, Store systems)
- E-commerce platforms
- Digital experience platforms (CMS, personalization, CRM)
- Brand & marketing platforms
- Customer data & engagement solutions
What we offer:
- Individual career path
- Access to countless trainings and certification offerings
- A knowledge sharing culture
- An environment where you are actively contributing your ideas
- The possibility to work in projects in one of the largest IT companies
Required technical and professional expertise
Technical & Functional
- 8–12+ years of IT experience, including 5+ years in AMS / Service Delivery / Run Operations.
- Strong experience managing Retail, Digital, and Customer-facing platforms.
- Solid understanding of:
- ITIL / ITSM frameworks
- Incident / Problem / Change management
- DevOps & CI/CD concepts
- Cloud platforms (AWS / Azure / GCP)
- Monitoring & observability tools
- Strong leadership, ownership, and accountability mindset
- Excellent stakeholder management & communication
- Strong analytical and problem-solving skills
- Ability to work in complex, global, and matrix organizations
- Proven vendor management experience
- Swiss or EU nationality, or valid Swiss work permit.
- Fluent in English and French (written and spoken).
Preferred technical and professional experience
- Bachelor’s or Master’s degree in IT, Engineering, or related field
- ITIL v4 Certification
- Agile / Scrum / SAFe certification
- Cloud certification (AWS, Azure, GCP)
ABOUT BUSINESS UNIT
IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
OTHER RELEVANT JOB DETAILS
IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.
Job Title
AMS Service Lead – Customer Solutions (Retail, Brand & Digital) (f/m/x)
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