AMS Service Lead - Customer Solutions (Retail, Brand & Digital)

The AMS (Application Management Services) Service Lead - Customer Solutions is responsible for the end-to-end delivery, stability, and continuous improvement of application services supporting Retail, Brand, and Digital business domains.

This role ensures high service quality, operational excellence, stakeholder satisfaction, and continuous optimization, acting as the primary interface between business stakeholders, IT delivery teams, and service providers., Service Ownership & Delivery

• Own end-to-end AMS service delivery for Customer Solutions applications (Retail, Brand, Digital platforms).
• Ensure high availability, performance, reliability, and security of production systems.
• Act as single point of accountability for service quality and outcomes.

Incident, Problem & Change Management

• Lead incident and major incident management, ensuring rapid resolution and effective communication.
• Drive root cause analysis (RCA) and implement preventive actions.
• Oversee problem management and continuous improvement initiatives.
• Govern change and release processes, ensuring stability and business continuity.

Stakeholder Management

• Build strong relationships with business leaders, product owners, digital teams, and vendors.
• Translate business needs into service priorities.
• Lead service reviews and performance reporting with stakeholders.

Service Performance & KPI Management

• Define, track, and improve SLAs, OLAs, and KPIs.
• Continuously improve service efficiency, quality, and cost-effectiveness.
• Implement monitoring and automation strategies.

Operational Excellence & Transformation

• Identify opportunities for process automation, DevOps, AIOps, and cloud optimization.
• Support digital transformation initiatives.
• Promote ITIL best practices and modern service management approaches.

Governance & Compliance

• Ensure compliance with security, data protection, audit, and regulatory requirements.
• Maintain operational documentation, runbooks, and service processes.

Scope of Applications

• Retail platforms (POS, OMS, Store systems)
• E-commerce platforms
• Digital experience platforms (CMS, personalization, CRM)
• Brand & marketing platforms
• Customer data & engagement solutions

What we offer:

• Individual career path
• Access to countless trainings and certification offerings
• A knowledge sharing culture
• An environment where you are actively contributing your ideas
• The possibility to work in projects in one of the largest IT companies

• 8-12+ years of IT experience, including 5+ years in AMS / Service Delivery / Run Operations.
• Strong experience managing Retail, Digital, and Customer-facing platforms.
• Solid understanding of:
• ITIL / ITSM frameworks
• Incident / Problem / Change management
• DevOps & CI/CD concepts
• Cloud platforms (AWS / Azure / GCP)
• Monitoring & observability tools

Leadership & Soft Skills

• Strong leadership, ownership, and accountability mindset
• Excellent stakeholder management & communication
• Strong analytical and problem-solving skills
• Ability to work in complex, global, and matrix organizations
• Proven vendor management experience
• Swiss or EU nationality, or valid Swiss work permit.
• Fluent in English and French (written and spoken).

Preferred technical and professional experience

• Bachelor's or Master's degree in IT, Engineering, or related field
• ITIL v4 Certification
• Agile / Scrum / SAFe certification
• Cloud certification (AWS, Azure, GCP)

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients the around world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology. A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including IBM Software and Red Hat. Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.