Ph3Introduction /h3 pIn 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. 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. /p h3Your Role And Responsibilities /h3 pThe 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. /p pThis 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. /p h3Key Responsibilities /h3 pbService Ownership Delivery /b /p ul liOwn end‑to‑end AMS service delivery for Customer Solutions applications (Retail, Brand, Digital platforms). /li liEnsure high availability, performance, reliability, and security of production systems. /li liAct as single point of accountability for service quality and outcomes. /li /ul pbIncident, Problem Change Management /b /p ul liLead incident and major incident management, ensuring rapid resolution and effective communication. /li liDrive root cause analysis (RCA) and implement preventive actions. /li liOversee problem management and continuous improvement initiatives. /li liGovern change and release processes, ensuring stability and business continuity. /li /ul pbStakeholder Management /b /p ul liBuild strong relationships with business leaders, product owners, digital teams, and vendors. /li liTranslate business needs into service priorities. /li liLead service reviews and performance reporting with stakeholders. /li /ul pbService Performance KPI Management /b /p ul liDefine, track, and improve SLAs, OLAs, and KPIs. /li liContinuously improve service efficiency, quality, and cost‑effectiveness. /li liImplement monitoring and automation strategies. /li /ul pbOperational Excellence Transformation /b /p ul liIdentify opportunities for process automation, DevOps, AIOps, and cloud optimization. /li liSupport digital transformation initiatives. /li liPromote ITIL best practices and modern service management approaches. /li /ul pbGovernance Compliance /b /p ul liEnsure compliance with security, data protection, audit, and regulatory requirements. /li liMaintain operational documentation, runbooks, and service processes. /li /ul pbScope of Applications /b /p ul liRetail platforms (POS, OMS, Store systems) /li liE‑commerce platforms /li liDigital experience platforms (CMS, personalization, CRM) /li liBrand marketing platforms /li liCustomer data engagement solutions /li /ul h3What We Offer /h3 ul liIndividual career path /li liAccess to countless trainings and certification offerings /li liA knowledge sharing culture /li liAn environment where you are actively contributing your ideas /li liThe possibility to work in projects in one of the largest IT companies /li /ul h3Preferred Education /h3 pMaster's Degree /p h3Required Technical And Professional Expertise /h3 pbTechnical Functional /b /p ul li8–12+ years of IT experience, including 5+ years in AMS / Service Delivery / Run Operations. /li liStrong experience managing Retail, Digital, and Customer‑facing platforms. /li liSolid understanding of: /li ul liITIL / ITSM frameworks /li liIncident / Problem / Change management /li liDevOps CI/CD concepts /li liCloud platforms (AWS / Azure / GCP) /li liMonitoring observability tools /li /ul /ul pbLeadership Soft Skills /b /p ul liStrong leadership, ownership, and accountability mindset /li liExcellent stakeholder management communication /li liStrong analytical and problem‑solving skills /li liAbility to work in complex, global, and matrix organizations /li liProven vendor management experience /li liSwiss or EU nationality, or valid Swiss work permit. /li liFluent in English and French (written and spoken). /li /ul h3Preferred Technical And Professional Experience /h3 ul liBachelor’s or Master’s degree in IT, Engineering, or related field /li liITIL v4 Certification /li liAgile / Scrum / SAFe certification /li liCloud certification (AWS, Azure, GCP) /li /ul /p #J-18808-Ljbffr