L3 Operations Manager (m/w/d) – Winterthur Area

We are seeking an experienced L3 Operations Manager to lead managed services operations and ensure the successful delivery of infrastructure services within a complex enterprise environment. The role is responsible for operational governance, SLA achievement, incident and service management oversight, team coordination, vendor management, reporting, and continuous service improvement. As a key leadership position, you will ensure operational execution remains aligned with customer commitments, contractual obligations, and governance requirements.

Key Responsibilities:

• Lead day-to-day managed services operations across the infrastructure environment.
• Ensure delivery of services in line with agreed SLAs, OLAs, and customer expectations.
• Oversee incident, problem, change, and service request management processes.
• Drive operational governance, service reviews, escalation management, and continuous improvement initiatives.
• Coordinate technical teams, vendors, and stakeholders to ensure effective service delivery.
• Manage major incidents and operational escalations, ensuring timely resolution and clear customer communication.
• Produce and present operational reports, KPIs, service metrics, and performance updates.
• Identify operational risks and implement measures to improve service quality, stability, and efficiency.
• Ensure adherence to operational standards, processes, compliance requirements, and best practices.

Required Qualifications:

• Proven experience managing IT infrastructure, managed services, or enterprise operations teams.
• Strong knowledge of IT Service Management (ITSM) frameworks and operational governance.
• Experience with SLA management, vendor management, customer engagement, and service reporting.
• Strong leadership, stakeholder management, communication, and decision-making skills.
• Ability to drive operational excellence and continuous improvement across multi-disciplinary technical teams.
• Experience coordinating complex operational environments and managing escalations effectively.

Preferred Certifications:

• ITIL® 4 Managing Professional
• ISO/IEC 20000 Practitioner or Lead Implementer
• SIAM Professional
• PMP (Project Management Professional) or PRINCE2 Practitioner
• Additional Security, Network, Storage, or Compute infrastructure certifications are advantageous

Language Requirement:

• German language proficiency at minimum B2 level is mandatory.
• The role requires the ability to participate in technical discussions, incident coordination, service reviews, governance meetings, change-related communication, and day-to-day operational interactions with German-speaking stakeholders, customer teams, operational contacts, and site personnel.

Citizenship Requirement:

• Applicants must hold Swiss citizenship.

Location:

• Winterthur area, Switzerland
• Candidates should be based in, or regularly available within the Winterthur region to support customer engagement, operational leadership, coordination with onsite and remote-hands teams, and participation in governance, escalation, service review, and stakeholder meetings as required.