IT Associate Service Manager - Incident Management

About the Role

The IT Associate Service Manager plays a pivotal role in guaranteeing seamless and effective IT service delivery within the company. Serving as an essential link between technology departments and business units, this role primarily manages Incident Management, Major Incident Management, and Service Request Fulfillment functions to uphold high service standards and meet client expectations.

Responsibilities

• Assure prompt incident resolutions and escalation handling to reduce business interruptions while coordinating across multiple teams as necessary.
• Lead major incident responses, communicate clearly, perform root cause evaluations, and implement safeguards against recurrence.
• Manage service request processes effectively, promoting continual enhancements and automation when feasible.
• Ensure strict adherence to ITIL frameworks, company policies, and audit criteria.
• Work closely with IT Operations, Engineering, and stakeholders to maintain integrated service delivery and align objectives.
• Identify and execute service improvements by evaluating KPIs and optimizing user satisfaction.
• Maintain up-to-date process documentation and foster knowledge sharing amongst team members.
• Take proactive crisis management actions to restore functionality swiftly and minimize disruptions.
• Conduct frequent status assessments of incident and service request queues, initiating corrective measures when required.
• Facilitate post-incident reviews, documenting insights and sharing lessons learned.
• Lead training and promote awareness on incident and service requests for the team.
• Assist in onboarding new staff to familiarize them with service management workflows.
• Monitor Service Desk KPIs such as response times and resolution rates; analyze outage trends to anticipate and prevent potential issues.

Candidate Profile

• Exceptional communication and stakeholder engagement abilities.
• Proficiency in German and English at minimum B2 level (both spoken and written) to effectively collaborate with demanding groups.
• Problem-solving mindset with an organized and proactive approach; sound skills in crisis handling and decision-making.
• Educational background in Business Informatics, Computer Science, or a related discipline coupled with multiple years of relevant service management experience.
• Deep familiarity with ITIL-based Service Management practices within complex organizational settings.
• Proven track record managing key ITSM processes like Incident, Problem, and Request Management.
• Hands-on experience with ServiceNow and MS PowerBI or similar platforms.
• Ability to work independently, demonstrating ownership, creativity, agility, and effective organizational skills within cross-functional teams.

Benefits

• Secure employment contract with a stable multinational organization.
• Flexible hybrid working arrangement combining remote and onsite presence.
• Opportunities for professional growth and development.
• Comprehensive onboarding with mentoring support for new hires.
• Inclusive and supportive workplace culture emphasizing well-being and diversity.

Recruitment Process

The selection includes an initial brief online or phone interview with a recruiter, followed by discussions with team members. Feedback will be provided to all candidates regardless of outcome.