Service Lead with German

Who we are

The Cluster Lead is focused on ensuring the seamless operation, reliability, and performance of critical business applications while driving continuous improvement and efficiency in application operations. The Cluster Lead will collaborate closely with cross-functional teams to align application services with business goals and user needs.

What you'll be doing

• Management of the Incident Resolution Process: Coordination of all steps for the rapid and effective resolution of major incidents and major problems including assessment, escalation, and implementation of necessary actions.
• Ensuring Communication: Responsible for continuous and appropriate communication to all stakeholders, such as clients and internal teams, throughout the handling of a major incident.
• Follow-up on Actions: Monitoring and tracking all actions agreed upon during the resolution process, as well as escalating in case of a lack of progress.
• Documentation and Post-Processing: Ensuring comprehensive documentation of the entire process and conducting reviews to identify optimization potentials.
• Process Optimization: Regular review and further development of the major incident process to ensure system stability and reduce resolution times.
• Evaluate and prioritize incidents, ensuring compliance with escalation guidelines.
• Lead and coordinate major incident resolution efforts, including conferences and solution discussions.
• Provide ongoing updates to stakeholders, send and archive minutes, and share regular reports.
• Analyze resolved incidents, document findings, and identify improvement opportunities.
• Optimize processes and create quality reports, while maintaining a knowledge database for faster resolution of future incidents.
• Is responsible for overseeing and managing all major problems within their area of responsibility (cluster). They coordinate the team and prioritize problems.
• In cases of severe or prolonged incidents, the Cluster Lead ensures rapid escalation and communication to the appropriate decision-makers.
• They escalate issues to upper management when decisions at a higher level are required and ensure that management teams are informed in a timely manner.
• Responsible for effective communication between all involved internal teams (e.g., IT, business units, service desk) and external stakeholders (e.g., service providers, clients).
• Furthermore, they ensure that the necessary resources (technicians, tools, processes) are allocated to incidents within the cluster.

What you'll bring along 

• Bachelor’s degree in a technical field would be preferable 
• At least 5-7 years of experience within the Application Management Services field
• In-depth understanding of various methodologies, with specific expertise in ITIL and Agile frameworks
• Customer Orientation and Relationship Management skills
• Excellent people management skills
• Excellent communication and project management skills
• Assertiveness, business orientation, analytical thinking
• Excellent command of both spoken and written English and German