Continuous Service Improvement Manager with German

Who we are 

We are looking for new members in our IT Operations Supervisor Team!

The IT Operations Supervisor acts as a link between 1st level support in the service desk and major incident management and thus ensures compliance with the dual control principle when dealing with and prioritizing major incidents.

With its headquarters in Braunschweig (Germany), the client the largest automotive financial services provider in Europe. Our client act as a global sales promoter for the brands of the group and support them in maintaining customer loyalty by offering a broad range of mobility services.

What you'll be doing    

• Be responsible for the continuous improvement of service delivery across IT services.
• Act as a key interface to the Quality Manager to ensure alignment between quality goals and improvement initiatives.
• Analyze business processes and identify potential areas for improvement by analyzing service performance, metrics, and stakeholder feedback.
• Collect and analyze data using reporting tools (Power BI, Excel)
• Implement and monitor measures to enhance service quality, efficiency, and effectiveness.
• Ensure improvements are adopted and sustained for the long term.
• Collaborate with team leaders to standardise processes and documentation
• Report progress and outcomes to senior leadership, including project updates and efficiency metrics.
• Work in close coordination with the client to define, execute, and review improvement actions.

What you'll bring along     

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum 5-7 years of experience  in IT Operations
• Deep ITIL Expertise, especially in Continual Service Improvement (CSI) processes and best practices.
• Strong Service Management knowledge of IT Service Management (ITSM) principles and tools: e.g., ServiceNow, BMC Remedy) and reporting tools (e.g., Power BI, Excel).
• Familiarity with Banking IT Systems Knowledge (core applications, regulatory requirements, security standards) – optional.
• Data Analysis & Reporting proficiency in analyzing KPIs, SLAs, and service metrics to identify trends and improvement areas.
• Regulatory Awareness of banking regulations (e.g., GDPR, PCI DSS) and risk management frameworks – optional.
• Audit Readiness skills to ensure processes meet compliance standards and prepare for audits.
• Confident presenter and facilitator with experience running engaging workshops, training, or coaching staff in process thinking.
• Highly organised and able to lead multiple small/medium sized process improvement projects simultaneously.
• Analytical mindset and confident with data gathering and benefit tracking.
• Excellent command of both spoken and written German and English