IT Associate Service Manager - Incident Management

Overview

The IT Associate Service Manager is pivotal in ensuring the smooth and effective delivery of IT services, acting as a bridge between technical teams and business units. This position emphasizes maintaining high-quality service operations, specifically focusing on Incident Management, Major Incident Management, and fulfilling service requests.

Responsibilities

• Coordinate timely incident resolutions and escalate as needed to reduce business disruption, managing cross-functional team efforts.
• Lead major incident response, ensuring transparent communication, conducting root cause analyses, and applying preventive strategies.
• Manage service request fulfillment efficiently, advocating process improvements and driving automation where feasible.
• Guarantee adherence to ITIL frameworks, company policies, and audit standards.
• Work closely with IT Operations, Engineering, and business stakeholders to integrate services and align service objectives with organizational goals.
• Analyze key performance indicators to identify optimization opportunities and enhance the user experience.
• Maintain detailed documentation and facilitate team knowledge sharing to support continuous learning.
• Exhibit decisive leadership during crisis situations to rapidly restore services and minimize operational disruptions.
• Regularly review incident and service request backlogs; implement corrective measures as needed.
• Lead post-incident analysis sessions, capturing insights to prevent recurrence.
• Conduct training and awareness programs on incident management and service requests for team members.
• Assist in onboarding new staff to familiarize them with service management procedures.
• Monitor Service Desk metrics such as response and resolution times and analyze outage trends for proactive service availability management.

Candidate Profile

• Excellent communication and stakeholder management skills.
• Proficiency in German and English at a minimum B2 level, both written and spoken, to effectively engage diverse and demanding groups.
• A proactive and systematic approach to troubleshooting, with strong crisis management and decision-making capabilities.
• Educational background in Business Informatics, Computer Science, or an equivalent discipline, coupled with several years of substantial Service Management experience.
• Robust understanding of ITIL-based service management within complex organizational environments.
• Hands-on experience managing core ITSM processes like Incident, Problem, and Request Management.
• Familiarity with ServiceNow and Microsoft Power BI or comparable analytical tools.
• Organized, independent, and creative working style with an ownership mindset and agility, capable of thriving in interdisciplinary teams.

What We Offer

• A stable employment opportunity within a multinational firm on a formal contract basis.
• Flexible hybrid work arrangements allowing time both at home and in the office.
• Significant professional growth prospects.
• Comprehensive onboarding supported by a Buddy program for new employees.
• An inclusive and welcoming corporate culture emphasizing well-being, diversity, and inclusion.

Recruitment Process

The hiring process includes an initial short online or phone interview with a recruiter, followed by one or more interviews with team members. Feedback is provided irrespective of the application outcome.