Head of Platform Operations

ELCA Informatik AG  Lausanne



We are looking for an experienced Head of Platform Operations. The “Plateform” regroups the shared services and infrastructure on top of which we build services to our direct customers, to others SaaS solutions of the group and hosts custom developments for customers of ELCA Informatique. Head of Platform Operations manages, directs and supports the IT and staff that operates activities to ensure compliance with all established SLA, monitors daily activities and ensure operational objectives achievement. He is accountable for the development and delivery of the vision, the mission, and the roadmaps of all the customer support services offered offerings within our IT Operations.

This person supports and coaches IT operation team to ensure correct prioritizing of the daily work, promoting autonomy and engagement of the whole team in terms of quality of service

The operational team is spread in offshore and nearshore countries, as in CH and Spain. In this strategic role the head platform operations will also be responsible to ensure operational team is adapting to a fast growing company, meeting challenging service level and adapting the organization to volume increase.

Key responsibilities :

In the ELCA Cloud Services company, your main goal will be :

  • to ensure professional services are delivered to our customer, tracking quality, ensuring security is met at all level of services as SLA
  • to improve process and way of working of the whole operational teams
  • to act as a key transversal actor within ELCA Cloud Services company.
  • To work with the direction to design the organization that will enable growth of the company and quality of the service

This includes :

  • Determine objectives, strategies, systems and procedures
  • Play the Interface role with the whole organization and provide input for the establishment, maintenance and improvement of quality processes and procedures
  • Ensure quality of the day-to-day operations support services
  • Ensure alert are handled on time and activities are closely monitored to identify any potential risk impacting quality of ELCA Cloud services
  • Follow up SLA
  • Define and implement KPI, improve process and implement best practices
  • Provide appropriated reporting to various stakeholders, internal as customers
  • Support quality agreement negotiation with relevant partners when required
  • Regularly monitors IT Platforms; ensures their correct maintenance and life cycle; analyze their costs versus performances and proactively proposes and delivers improvement plans
  • Facilitates dynamic allocation of pooled IT Platforms resources

The selected person further holds the responsibility for attracting, developing and retaining talents with the right skills, behaviors and capabilities needed for the continuous success of IT Platforms.


  • Experience of successfully managing an IT Operation team with leadership
  • Strong team orientation including the ability to coach and mentor
  • Strong written and verbal communication skills
  • Accountable for making independent decisions regarding daily Operations with minimal supervision
  • Fluent in French and English
  • Able to drive change within complex organisation

Critical skills & Personal attributes:

  • Bachelor degree or higher in Computer Science or related field
  • 5+ years of demonstrated experience and senior leadership
  • 10+ years of demonstrated experience in organizational culture as a Platform

Your experience covers some or all the following:

  • Customer services manager with a customer centric approach
  • Define and implement best practices in all the fields related to customer services delivered by operation team as :
    • KPI,
    • SLA follow up according to contracts
    • Support processes

Soft Skill

  • Strong communication skill
  • Excellent communication skills
  • Able to federate team
  • Team worker
  • Listening and solving conflicts skills, able to work as a transversal referent in a fast growing organization
  • Negotiation skills and positive attitude, result oriented mindset

Hard skill

  • Proven customer services experience
  • ITIL certification would be a plus
  • Strong analytical skill and creativity to improve current way of working
  • Result oriented


  • A pleasant working environment in a motivated team with solid expertise
  • A broad field of technology, from standard applications to micro-services on public clouds
  • An amazing work diversity ranging from small projects to wide programs
  • Intensive collaboration with ELCA engineers, experts and managers as well as directly with customers from various business areas
If you are INTERESTED in applying for this position, please send us your complete application (CV, cover letter, letter of reference, diplomas and certificates).

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