IT Service Manager with German Job

Who we are 

As IT Service Manager in a transformation you are responsible for the analysis, design, optimization and monitoring of IT processes that meet the requirements and expectations of our customers. You will ensure smooth process execution, manage escalations, coordinate stakeholders and train employees.

What you'll be doing

• Managing key processes in service provision for our customers, including change and release, problem, and service continuity management.
• Acting as the contact person for the technical teams for all process-related issues.
• Accompanying the entire change process, evaluating change requests, and ensuring high process quality.
• Transferring services from the project phase to regular operations and taking responsibility for the trouble-free and agreed provision of the respective IT service in accordance with SLAs.
• Establishing a continuous improvement program that focuses on standardized services across locations and efficiency improvements.
• Defining, developing, and expanding ITIL practices and processes.
• Defining and monitoring SLAs and KPIs.
• Supporting our customers with questions about IT service management.
• Defining quality assurance measures in the ITSM environment.
• Eliminating process-related errors or faults.
• Working on the design, creation, and continuous improvement of all assured reports, including the associated processes, procedures, KPIs, and tools.

What you'll bring along

• Bachelor’s degree in a technical or non-technical field.
• Minimum 5 years of experience in the day-to-day operation of an IT department.
• Background in IT support or in a customer-facing support role with an IT focus.
• Knowledge of IT service management and the ITIL framework.
• Entrepreneurial thinking and a good understanding of business contexts in IT processes.
• A good understanding of business and technical processes as well as an independent, solution-orientated and structured way of working.
• Enjoy working in a team and engaging in dialogue with specialist departments/customers.
• Enjoy solving new technical challenges and taking responsibility for solutions.
• You are experienced in using communication tools such as Jira, Microsoft Outlook, Microsoft Teams and other M365 applications.
• ITIL Foundation certification desirable.
• Excellent command of both spoken and written English and German.