IT Project Manager & Product Team Lead (Application Management / IT Service Management)

Quick Facts

Role: IT Project Manager & Product Team Lead for Application Management, Operations, and IT Service Management

Focus: Operate and improve business applications and digital services (online shop, app, platforms) using an ITSM-based operations model

Work style: Independent ownership with structured onboarding; flexible working hours and mobile work (2 days/week)

Description

Lead a product team that manages incidents and service requests for the online shop and digital services, coordinating resolution with development and external partners. Oversee operations for shop-related systems and selected business applications (e.g., Jira/Confluence and CMS/PIM) while continuously improving the ITSM-based operations model through automation and process optimization.

Responsibilities

• Handle and prioritize incidents and service requests for the online shop, app, and other digital services; coordinate their processing.
• Resolve known issues independently or coordinate handover to development, Product Owners, or external partners.
• Support operations for shop, product data, pricing, CMS, PIM, integrations, and other digital platforms.
• Manage selected business applications (Jira, Confluence, CMS, PIM), coordinating requirements, optimizations, and bug fixes.
• Document known errors and technical insights; build support knowledge for business units and help expand self-service and first-level support.
• Transfer recurring incidents into Problem Management and track sustainable resolutions.
• Develop the team’s ITSM-based operations model: identify automation and optimization opportunities and reduce manual repetitive work.
• Collaborate in an interdisciplinary product team with Product Owners, project leads, and application/operations stakeholders; align closely with development and solution architecture.

Requirements

• Experience in technical support, application operations, IT Service Management, or digital service operations.
• Ideally knowledge of ITSM/ITIL processes such as Incident, Problem, and Change Management.
• Ability to quickly grasp technical and functional relationships and work confidently with ticketing systems (e.g., Xurrent, Jira, or comparable tools).
• Interest in e-commerce, digital platforms, modern application landscapes, and collaboration in agile development environments.
• Ability to document and communicate complex error cases clearly; pragmatic prioritization and keeping overview across multiple topics.
• Focus on root-cause understanding and structured knowledge building to drive sustainable solutions.
• Willingness to continuously improve processes, service quality, and operational efficiency and actively shape the ITSM-based operations model.

Benefits

• Room for independent ownership and contribution; motivated, friendly team.
• Structured individual onboarding with an onboarding day.
• 37.5-hour workweek, 30 vacation days, flexible working hours.
• Mobile work up to two days per week.
• Company pension plan, employee discounts, and a JobRad for private use.
• Individual training and development programs.