Service Manager (Cybersecurity Compliance and Governance)

Project overview

Job Title: Service Manager (Cybersecurity Compliance and Governance)

Reference: 26-04-6832-001

Responsibilities

Education:

Primary Skills:

Important Skills:

• Define, formalize, and structure service offerings associated with the cybersecurity service's missions and ensure their quality is maintained.
• Coordinate and monitor the proper delivery and optimal operation of services, including all cybersecurity service applications.
• Coordinate and evolve the maintenance activities of a service portfolio and associated service contracts, offered to business units, citizens, and partners on behalf of the administration's departments.
• Ensure the delivery of quality services, without regression, covering the agreed functional scope, within deadlines and budgets.
• Manage and optimize the daily delivery and operation of services, particularly regarding licenses.
• Participate in service design (capacity, availability, security, and service levels), lead and evaluate staff assigned to their delivery.
• Coordinate the resolution of incidents and problems related to services (escalation point), as well as changes and production deployments.
• Present and document services (catalog, knowledge base), conduct qualitative and financial reviews, and ensure technological watch.
• Communicate about services and promote them, ensuring their objectives, options, service levels, and scope are well understood.
• Keep the service catalog and configuration items (CI) up-to-date in the appropriate repositories, in collaboration with the governance service.
• Collect monitoring information and performance indicators and implement service monitoring with the relevant units.
• Ensure compliance with SLAs and participate in their update.
• Participate in contract management with subcontractors to ensure the quality of services provided and their financial management.
• Escalate issues to problem management and, if necessary, coordinate their resolution.
• Conduct periodic service reviews and propose continuous improvement plans.
• Conduct periodic reviews of service-related risks and propose mitigation plans.
• University Bachelor's degree, ideally supplemented by a DAS, or equivalent.
• ITIL certifications.
• 5+ years of experience in IT service management, ideally in a complex or regulated environment.
• Experience in at least one project with multidisciplinary technical teams.
• Operational mastery of ITIL best practices (incident management, change management, service level management / SLAs, etc.).
• Solid technological culture enabling dialogue with experts (infrastructure, equipment, security, data, etc.).
• Ability to organize and structure one's work and that of cross-functional teams in a matrix environment.
• Ability to track, manage, and report on the budgetary aspects of delivered services (cost tracking, internal billing, forecasts).
• Experience in information security and/or data protection and knowledge of associated challenges.
• Good knowledge of information system security methodologies and best practices, their management, and documentation (ITIL, ISO 9000, ISO 20000, and ISO 27000 families).
• Demonstrated skills in analysis and synthesis, dashboard creation, and technical risk assessment.
• Demonstrated skills in project management and associated methodologies (e.g., HERMES, PMP, Agile), as well as in coordinating cross-functional teams.
• Ability to assess the criticality of a situation and make decisions accordingly or refer to one's superior.
• Experience in developing roadmaps.
• Experience in identifying and understanding risks and developing mitigation plans.
• Ability to coordinate the evaluation and costing of solutions.
• Proven ability to conduct negotiations to reconcile user expectations, technical constraints, and service commitment (SLA) compliance.
• Experience collaborating with subcontractors.
• Knowledge of public procurement processes (LMP / AIMP).

Nice to have

Required Qualities:

• Successful experience within a Geneva public administration.
• Knowledge of the client's technical environment.
• High integrity and personal ethics, ability to maintain absolute confidentiality and discretion regarding handled information.
• Service-oriented: commitment, empathy, listening, transparency, operational excellence.
• Leadership: ability to rally different stakeholders around common goals.
• Sense of responsibility and customer/user contact.
• Initiative.
• Flexibility and adaptability.
• Ability to work in a team and withstand stress.
• Excellent written and oral communication skills in French, ability to adapt communication to interlocutors and simplify complex concepts.
• Synthesis skills: ability to structure and simplify complex and heterogeneous information.
• Organizational skills: ability to reconcile RUN and BUILD activities.
• Respect for organizational values: understanding, service orientation, professionalism, collaboration.

Project details

Geneva

Desired Start Date: 01/15/2027

100%

Compensation: from 149,000 CHF / year

Job Description and Context:

We are looking for a Service Manager for a client, a public administration in Geneva, to strengthen its cybersecurity compliance and governance team.

This team develops, manages, and maintains the information security management system, assists users with risk analyses, and raises staff awareness of best practices. The successful candidate will define, structure, and evolve cybersecurity service offerings, coordinate their delivery and operation (applications, licenses, SLAs, subcontractors), and ensure their quality. Assignment subject to client accreditation procedure. Long-term assignment (up to 5 years).

• Start: flexible
• Location: Geneva, Geneva, CH
• Languages: French