Tech stack: IT service management, Senior (8+yrs) + Service Delivery Management, ITIL

Requirements:

• German (Level B2 or C1)
• Familiar in IT service management (ITILv3 or ITIL4 foundation)
• Familiar with incident-, problem- and change management
• Familiar with the Microsoft 365 suite
• Understand technical processes, adapt to ITSM tool automation and standardization
• Designing logical use cases
• Beneficial is base knowledge with ServiceNow, Confluence and Jira Service Desk

Project description:

We are seeking an experienced operations manager to oversee the management, optimization, and support of our customers contractual regulations. In this role, you will be responsible for steering a smooth operation of our customer’s ordered services. As operations manager, you will collaborate with cross-functional teams and play a key role in the overall operational handling of the ordered services. Your expertise will help to observe the contractual regulations with our customers. You’re direct contact to our customers strengths the trust and further enhancement of the customer connection. This position offers a clear path for career advancement in our customer success management. If you are looking to expand your skills and grow in a dynamic environment, we encourage you to apply!

Main responsibilities:

• IT Service Management Follows the rules of ITSM (Incident- problem- and change management). Steering outages manage the creation of root cause analysis.
• Customer Relations. Establishes relationships with customers and a range of managers across Manage Now to act as a respected technical interface both internally and externally to exhibit confidence that we can deliver and enhance their service.
• Risk Management. Establishes and manages risk for the team’s technical skill levels and adequate resources to ensure that risks are mitigated and problems resolved, in relation to meeting our commitments.
• Planning & Control. Resource allocation/scheduling to meet the demands of delivering a service, taking into account changing priorities or issues on services of a small to medium capacity. Uses strengths of team to achieve effective and efficient delivery of service within Service Level Agreement. (SLA)
• Service Delivery. Using the strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal.
• Professional Specialization. Focus and attention is primarily on the specific services which the team is delivering to their current Customer base. Responsible for improving core skills, adopting standard processes and encouraging re-use.
• Tools Mastery. Ensure adherence to agreed strategic tool-set, emphasizing the need for improved deployment and usage.