ITSM Processes coordinator

United Machining is seeking an experienced ITSM processes Coordinator to own the ITIL process governance and business risk control across change enablement, problem management, release management, and service level management. The job owner define policies, chair CAB/ECAB, lead RCAs and PIRs, run release calendars/UAT readiness, and hold service providers accountable to SLA commitments.

Are you interested?? Join us!

• Change enablement :
• Publish change policy (lead times, risk scoring, validation/backout requirements).
• Chair CAB/ECAB; maintain freeze/blackout windows; ensure approvals before implementation.
• Drive standardization pipeline (convert normal → standard where feasible); oversee PIRs for failed/unauthorized changes.
• Problem management :
• Define reactive/proactive problem workflows; standardize RCA methods (5-Whys, Ishikawa, etc.).
• Lead RCA for P1/P2; maintain known errors & workarounds; assign corrective actions and owners.
• Track effectiveness; elevate via risk management when mitigations are deferred.
• Release management :
• Approve release policy (types, gates, rollback) and release calendar; align with business blackout periods.
• Coordinate UAT leads & acceptance criteria; ensure evidence capture; convene PIRs for failed releases.
• Ensure every release is governed by an approved change.
• Map the global ICT coordinator’s master plan into the release calendar; ensure freeze/blackout are respected; elevate conflicts to ECAB.
• Ensure every cutover has PIR feeding the global ICT coordinator’s risk register and next wave mitigations.
• Major incidents (interface) : collaborate with incident/HPIM lead; ensure P1/P2 PIRs feed into problem management; approve expedited changes via ECAB.
• Service level management (SLM) :
• Approve SLA definitions & reporting requirements catalogue; validate exceptions/exclusions.
• Host monthly SLA reviews; lead SLIPs; challenge service providers on performance.

• Deep ITIL practice leadership (Change, Problem, Release, SLM); facilitation of CAB/ECAB and RCA/PIR.
• Risk management, stakeholder negotiation, supplier performance management.
• Strong analytical & communication skills; executive presence during major events.

Clear vision and purpose

Sustainability and innovation focus

We have high sustainability and innovation goals. Let's work towards a sustainable future together.

Excellent learning tools

We provide development opportunities for everyone. We offer global learning tools as well as trainings and specialized courses.

Great career opportunities

As a global acting company we provide many opportunities regarding career growth. We also offer a dedicated talent management process to boost your career.

Fanny Brault

HR Manager

Web

E-Mail

Rue du Pré-de-la-Fontaine 8

1217 Meyrin

Switzerland

11443en-us