IT Incident Manager

• ​Dübendorf
• ​Permanent
• ​Full-time

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

We Offer

• An exciting and dynamic work environment with a lot of internationality
• Taking responsibility and unfolding your potential
• A positive working atmosphere with a partnership and appreciative corporate culture
• Attractive fringe benefits as well as a 40-hour week and 5-weeks vacation
• Annual fee for your personal analyses and special prices for radiological advice from the Unilabs Group

Contact details

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IT Incident Manager

• ​Dübendorf
• ​Permanent
• ​Full-time

Contact details

Mr Antonio Gambin,