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Group Leader IT End-User Support Team Europe

Bachem is a leading, innovation-driven company specializing in the development and manufacture of peptides and oligonucleotides. With over 50 years of experience and expertise Bachem provides products for research, clinical development and commercial application to pharmaceutical and biotechnology companies worldwide and offers a comprehensive range of services. Bachem operates internationally with headquarters in Switzerland and locations in Europe, the US and Asia. The company is listed on the SIX Swiss Exchange. For further information, see

We are looking for a Group Leader IT End-User Support Team Europe who is leading experienced IT Service Desk Agents across EU sites. Together with the team this role is ensuring an excellence of service to our European customers providing timely support, delivered in a professional way and adhering to the contractual Service Level Agreements (SLA’s) and internal Operational Level Agreements (OLA’s).


Your Tasks

  • Ensure global continual alignment with other Service Desk organizations
  • Customer satisfaction (CSAT) follow up, analyze resource situation, drive improvements where needed
  • Set clear KPIs in regard to the IT Service Desk EU performance and monitor those
  • Perform service availability and reviews, trend analysis and provide management reports regarding the IT Service Desk EU services
  • Manage IT Security and Information risk management tasks and observations and solve them
  • Project Manager for a EU Service Desk site coverage (Requirements, RFP, Evaluation and Implementation)
  • Support business growth by developing the competences in the team to enable better performance
  • Support IT Technology Services team in roadmap, lifecycle activities and reporting.
  • Manage outsourced services – contract review, regular SLA check, upgrades, and maintenance windows, coordinate different resources during projects and manage escalation processes.
  • Develop, deploy, and optimize new and existing tools necessary for the support organization
  • Support continuity and continuous improvement through a knowledge management approach, leveraging process & tools.
  • Process design for main IT Service Desk tangible processes such as incidents, major incident, etc
  • Ability to handle critical incidents with a sense of urgency and quality to create a positive customer service experience and increase customer engagement
  • Take full accountability and ownership of customers’ issues and follow problems through with end-to-end resolution.
  • Maintain good team spirit and working relationship with other IT teams
  • Lead and motivate team in meeting customer expectations, contractual SLA's and internal OLA’s


Your Profile

  • Master’s degree in information technology or equivalent education
  • 10+ years Information Technology experience, with focus on the IT workplace or comparable role in an international life sciences or industrial company
  • Experienced people manager with strong leadership skills
  • Minimum 5 years in leading Position as Teamlead of Service Desk or comparable role in an international life sciences or industrial company
  • 5+ years of ITIL Experience with ITIL V3 framework along with at least ITIL intermediate certificate in Service Operation.
  • Proven track record with driving service improvements
  • Experience with GxP Operations within a pharma context, ERP esp. SAP, etc
  • Language: English and German written and spoken are mandatory
  • “Customer First” mindset Excellent communication and stakeholder management skills

We offer an exciting and challenging job in a dynamic and growing environment, which guarantees diversity and personal advancement. If this information draws your attention and if you enjoy working and communicating across disciplines, we look forward to receiving your complete dossier.


Interested? Please submit your complete application through our recruitment system.