ITIL Service Manager for KPI Reporting (f/m)

Vor Ort
3 Monate
flag_no Schweiz

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Bosshard & Partner is looking with Mandate 2553 for an ITIL Service Manager for KPI Reporting (f/m).

Project environment

A global Swiss Insurance Company is looking for an ITIL Specialist. The main purpose of this mandate is to drive and contribute to the conceptual phase of the vital maturity improvement in service operation (SO), service measurement and KPI reporting with the goal to improve effectiveness and efficiency.


• Identify stakeholders and document as-is reporting, KPIs and pain points.
• Gather and analyze requirements and define exact delivery for SO service measurement and KPI Reporting improvement.
• Define, Review and publish SO Service Reporting Strategy.
• Define, Review and introduce SO Service Measurement Methodology.
• Define, Review and introduce SO Master Data Management.
• Define, Review and introduce common SO Reporting change processes (Alignment with Configuration Management).
• Define and implement SO Reporting Framework (Aligned with IT Data Warehouse).
• Set up relevant governance controls & artefacts to guarantee future delivery within framework.
• Hand over SO Reporting Improvement concept artefact to line organisation for engineering and operation.


• Proven track record of setting up and providing reporting services and solutions (preferably Service Management & KPI Reporting) in comparable function and environment.
• 5+ years' experience with IT implementation projects.
• Practical experience with service management processes, continual service improvement, service measurement, service reporting is a must.
• Strong understanding of ITIL with certificate.
• Project Management experience is required.
• Strong documentation skills.
• SQL and data modelling experience is a must.
• Experience in requirements engineering is desired.
• Experience with state of the art reporting frameworks.
• Flair for and basic understanding of IT Architectures and patterns and familiarity with modelling techniques like ER, UML, BPMN.
• Strong customer focus with developed conflict management skills.
• Feels at home in abstract concept yet pragmatic when it comes to implementation.
• Convinces with service oriented attitude.
• Fluency in English mandatory; conversational German preferred.

Workload: 100%
Start Date: 15.08.14
Duration: 3 months
Workplace: Zurich

Did we gain your interest? Please do not hesitate to contact Mr. Hanspeter Himmel at or