IT Service Manager

Quick Facts

• Role: IT Service Manager (m/w/d)
• Work model: Full-time, permanent

Description

Manage and continuously improve global IT services in a multi-provider environment, including being the first escalation instance and coordinating Major Incidents. Run weekly CAB meetings, evaluate and approve changes, lead post-mortems and root-cause analyses, and create service reports with KPI and trend analyses. Optimize key ITIL processes (Incident, Problem, Change, Request, CMDB) and moderate service/provider meetings while supporting audits and contractual provider changes.

Requirements

• Technical degree or equivalent IT training
• Experience in IT Service Management, ideally in international or multi-provider setups
• Knowledge in at least one technical area (infrastructure, cloud, workplace, or application operations)
• ITIL knowledge; certification is a plus
• Communication skills, analytical thinking, and confident handling of escalations
• Very good German and English skills

Benefits

• Ongoing professional development and training programs
• Friendly, collegial working atmosphere with flat hierarchies and short decision paths
• Modern work setup with current equipment and option to work mobile
• Parking spaces and JobRad mobility benefits
• Charity programs, sports events, and health/family support programs