Incident Manager (with German)

Quick Facts

• Incident Manager for a German-speaking customer environment
• Focus: stability and quality of IT services
• Service levels: drive service restoration within agreed SLAs

Description

As an Incident Manager, you ensure the stability and quality of IT services for a German-speaking customer environment. You coordinate incident resolution across multiple teams and service providers, monitor process performance, and contribute to continuous service improvement to deliver operational excellence and a positive customer experience.

Responsibilities

• Monitor the operational health of IT services and proactively identify risks impacting service delivery
• Coordinate end-to-end incident resolution across resolver groups, suppliers, customer teams, and technical support functions
• Ensure incidents are managed and resolved within agreed SLAs; drive escalations when required
• Monitor incident queues, ticket backlogs, aged incidents, reassignment rates, and overall process compliance
• Analyze incident trends, recurring issues, and service risks to support Continual Service Improvement (CSI) initiatives
• Maintain accurate, complete, and timely incident documentation in ServiceNow and perform quality reviews of incident records
• Collaborate with Service Desk, Operations Leads, Service Delivery Managers, Problem Managers, and other stakeholders
• Prepare operational reports, KPI analyses, management summaries, and customer-facing service reviews while supporting process improvements aligned with ITIL best practices

Requirements

• Experience in Incident Management, Service Management, IT Operations, or similar
• Strong understanding of ITIL principles and IT Service Management processes; knowledge of Continual Service Improvement practices
• Practical experience with ServiceNow
• Confidence working with incident metrics, SLA management, ticket backlog analysis, service reporting, dashboards, and performance reviews
• Analytical, problem-solving, organizational, and coordination skills; ability to manage multiple priorities
• Professional communication and ability to build stakeholder relationships across international and distributed teams
• Experience in enterprise or managed services environments and collaborating with German customers or within DACH projects
• Fluent in German (B2/C1) and English (B2/C1)
• ITIL Foundation certification is an advantage

Benefits

• Well-being culture: medical care with Medicover, private life insurance, and Sports card; Capgemini Helpline for therapeutical support
• Access to 70+ training tracks with certification opportunities on the NEXT platform
• Free access to Education First languages platform, TED Talks, and Udemy Business materials
• Continuous feedback and ongoing performance discussions via GetSuccess
• Hybrid working model with home office package (laptop, monitor, chair) after onboarding