IT Associate Service Manager - Incident Management

About the Role

We are seeking an IT Service Associate Manager responsible for ensuring smooth and efficient IT service delivery within our organization, focusing on Incident Management, Major Incident Management, and Service Request Fulfillment. This role acts as a vital connection between business and technology teams, requiring leadership, organizational skills, and a commitment to ITIL best practices to maintain service quality and customer satisfaction.

Key Skills and Qualifications

• Excellent communication abilities combined with strong stakeholder management.
• Fluency in German and English at B2 level or higher, proficient in both spoken and written communication to engage with demanding audiences.
• Proactive, methodical problem-solving skills along with crisis response and decision-making capabilities.
• A degree in Business Informatics, Computer Science, or a related field complemented by multiple years of experience in Service Management.
• Comprehensive understanding of ITIL based Service Management practices within complex environments.
• Hands-on experience managing core ITSM processes such as Incident, Problem, and Request Management.
• Effective use of ITSM tools including ServiceNow and MS PowerBI or equivalent data platforms.
• Independent and structured work ethic paired with ownership mentality, creativity, agility, and teamwork skills.

Responsibilities

• Ensure incidents and escalations are resolved promptly to minimize business disruptions, coordinating efforts across teams as required.
• Lead management of major incidents, including communication, root cause analysis, and implementation of preventative strategies.
• Oversee fulfillment of service requests, promoting process improvement and automation.
• Maintain compliance with ITIL standards, organizational policies, and audit mandates.
• Work collectively with IT Operations, Engineering teams, and other stakeholders to support integrated service delivery.
• Analyze KPI data to identify improvement opportunities and enhance end-user experience.
• Keep process documentation current and encourage knowledge exchange within the team.
• Take decisive action during crisis situations to limit operational interruptions and restore services swiftly.

Additional Activities

• Regularly review incident and service request statuses, implementing corrective measures as needed.
• Lead post-incident review sessions to gather lessons learned and enhance future response.
• Provide training and raise awareness among team members regarding incident and service request procedures.
• Assist with onboarding new hires to ensure comprehension of service management processes.
• Monitor and analyze Service Desk metrics such as response times and resolution efficiency to maintain high service availability.

Benefits and Work Environment

• Secure employment within a global multinational corporation.
• Flexible hybrid working model allowing partial remote work combined with office presence.
• Opportunities for career advancement and professional growth.
• Structured onboarding program including a Buddy system for new employees.
• A culture that values well-being, diversity, and inclusiveness.

Recruitment Process

The selection includes initial short interviews conducted by a recruiter followed by team interviews. Feedback will be provided to all candidates irrespective of the outcome.