Introduction
Unilabs is the largest provider of medical laboratory diagnostics for prescribers and hospitals in Switzerland and employs around 800 people.
Your Tasks
IT Incident Manager (Primary)
* Own and operate the Incident Management process, ensuring timely resolution of IT issues
* Act as the Incident Manager, leading critical incident bridges and communications
* Ensure proper logging, categorization, prioritization, and closure of incidents
* Coordinate with Service Desk, Infrastructure, and Application teams for triage and escalation
* Monitor incident trends and drive problem identification or known error creation
* Track SLA compliance and provide incident metrics and dashboards to stakeholders
* Conduct post-incident reviews and ensure lessons learned are documented and actioned
IT Change Manager (Secondary)
* Chair or coordinate Change Advisory Board (CAB) meetings
* Review, assess, and approve change requests based on impact, urgency, and risk
* Ensure that change documentation is complete, including test plans, back-out plans, and business justification
* Monitor change success rates, backouts, and Post-Implementation Reviews (PIRs)
* Align change activities with compliance, audit, and business continuity requirements
Your Profile
Must-Have
* 5+ years of experience in IT service management, preferably in Incident or Change roles
* Strong knowledge of ITIL v4 framework and certification
* Hands-on experience managing major incidents and coordinating across IT domains
* Experience with ITSM tools (e.g., ServiceNow, ConnectWise)
* Demonstrated ability to lead change governance and CAB processes
* Excellent communication and stakeholder management skills, including senior leadership
Preferred
* Experience in environments with DevOps or Agile practices
* Prior exposure to cloud-based infrastructure and hybrid IT models
Soft Skills
* Strong facilitation and conflict-resolution abilities
* Analytical mindset with attention to detail
* Collaborative and able to work cross-functionally
* Process-oriented with a drive for continuous improvement
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