Senior Observability & Event Management Service Manager

About the role

Viseca Card Services is strengthening its Process Quality & Measurement organization in Bioggio and is looking for a Senior Observability & Event Management Service Manager, available immediately or by agreement. The role owns the observability and event management services end to end, defines the service strategy and roadmap, and drives modernization in line with business needs and regulatory requirements. It covers service performance, governance, vendors and budgets, working with internal teams and external partners.

Key responsibilities

• Own the observability and event management services end to end, defining strategy, roadmap, governance, service standards and continuous improvement priorities.
• Drive the modernization and adoption of the observability ecosystem across business services, applications, infrastructure, cloud and hybrid environments.
• Partner with engineering, operations, architecture and business stakeholders to turn operational needs into sustainable solutions and measurable outcomes.
• Lead service performance and governance, including KPIs and SLAs, reporting, service reviews, risk and compliance, audit support and cost optimization.
• Manage technology partners and external providers, ensuring service quality, contractual performance, budget discipline and alignment with business expectations.
• Provide functional leadership to internal specialists and cross-functional teams, and identify opportunities to improve automation, event intelligence, analytics and AI-driven observability.

Required profile

• University degree (ETH, university or FH) in Computer Science, Information Technology, Engineering or a related field.
• Several years of experience leading IT services, observability, monitoring, event management or related operations in complex enterprise environments.
• Proven end-to-end ownership of business-critical services, including performance governance, stakeholder management, continuous improvement, vendor management and budget oversight.
• Fluent English and Italian; German is an advantage.

Required skills

• Strong knowledge of observability across applications, infrastructure, networks, cloud and hybrid environments, with practical experience using Dynatrace or a comparable enterprise platform.
• Solid understanding of monitoring strategy, service onboarding, KPIs and SLOs, alerting, event correlation, operational analytics and integration with IT service management processes.
• Analytical, problem-solving and communication skills, able to turn technical insights into business priorities.

What we offer

• A dynamic and creative environment with good development opportunities.
• An open and uncomplicated culture with extensive decision-making power for employees.
• Thorough introduction, home office possibility and attractive employment conditions.
• Progressive fringe benefits.