IT Service Operations Manager – Frankfurt (24109)

Completed training in an IT profession, University of Applied Sciences degree in Computer Science or comparable knowledge.

Strong leadership skills (decision-making and enforcement).

Experienced in coordinating cross-site teams.

Readiness to work in shifts including non-business hours

You have experience with ticket management systems.

Availability management experience is preferred.

You are experienced in troubleshooting and IT infrastructures.

You have a strong customer, solution and service orientation.

Very good written and spoken knowledge of English.

Excellent communication and interpersonal skills, resilience and the ability to communicate technical concepts to non-industry stakeholders.

You take responsibility when it comes to escalation management in the area of incident and major incident management.

Identify recurring incidents, log them as problems, and conduct root cause analysis (RCA).

Align capacity planning with availability goals and ensure IT service continuity.

In your position, you will be responsible for controlling, monitoring and optimizing the incident, problem and availability management process according to ITIL.

Preparation of detailed reports on incidents, post-mortem analyses, trend analyses and identification of opportunities for improvement in the incident management process as well as their documentation.

You will also be responsible for regularly reporting incident, problem and availability processes to the customer and organizing internal and customer appointments

Coordination of global service teams during incidents to ensure that resources are used efficiently, and incidents are resolved in accordance with established service level agreements.

Initiating continuous improvements based on KPIs and customer feedback to increase the efficiency and effectiveness of IT processes

Produce regular reports on problem management metrics and maintain the Known Error Database (KEDB).

Produce regular reports on IT service availability and performance metrics, identifying trends and providing insights for continuous improvement.