IT Service Manager with German (m/f/d)

O službe

The Service Manager is responsible for ensuring operational stability, service quality, and continuous improvement of the IT services. The role serves as a central coordination point between supported Units, teams, and external service providers, with a strong focus on effective communication, service performance, and smooth day-to-day operations. This is a long-term project within a complex enterprise IT environment, offering the opportunity to contribute to the ongoing development and optimization of business-critical services.

Technologické prostredie

• Enterprise IT systems and services
• Security Operations / IT Security environments
• Collaboration and communication tools

Vaše zodpovednosti

• Manage and ensure the operational stability, availability and quality of assigned IT services.
• Act as SPOC for the assigned Units and coordinate with teams and external providers.
• Monitor and manage SLAs, KPIs and service performance.
• Coordinate Incident, Problem, Change, Capacity and Availability Management from an E2E service perspective.
• Lead escalations, crisis calls and task forces for critical incidents.
• Conduct regular Service Review Meetings and communicate service performance and improvement measures.
• Drive continuous service improvement, optimization and cost reduction.
• Coordinate service development, system implementations, migrations and new technologies.
• Manage service-related risks, compliance, security and audit requirements.
• Coordinate external service providers and ensure effective service delivery.
• Support Business Continuity and IT Service Continuity planning and testing.
• Provide management reporting and derive improvement actions from service KPIs.

Čo očakávame

• 3+ years of experience in IT Service Management / Service Management
• Strong knowledge of ITIL and IT Service Management processes
• Experience with SLA, KPI, service governance and service reporting
• Good understanding of Incident, Problem, Change, Availability and Capacity Management
• Experience in escalation, crisis and stakeholder management
• Experience managing external service providers / vendors
• Strong communication, coordination and organizational skills
• Ability to analyse KPIs and drive service improvements and cost optimization