Stellenbeschreibung
For our client we are looking for an ITSM Process Management (hands-on) for cloud platform (f/m/d)
Start: 01.07.2026
Duration: 31.12.2026++
Capacity: 100%
Location: 75% Remote, 25% Frankfurt (occasionally, sometimes Berlin)
1 week Frankfurt / 3 weeks remote in rotation, up to 50% onsite in peak times
Language: English is a must (C1), German is a must (C1)
Team:
The local operations team for Germany is responsible for running a production platform in Germany which will host all productive business applications for Germany.
Tasks:
- Own day-to-day management of the core ITSM processes for the platform (Incident, Major Incident, Problem, Change, Service Request, Knowledge.
- Coordinatation of execution of core ITSM processes (Incident, Major Incident, Problem, Change, Service Request, Knowledge) across T2/T3 and product stakeholders to ensure consistent handling end-to-end.
- Triage and steer work in the ITSM queue(s): validate completeness, assign/route to the right resolver group, ensure correct categorization, priority/urgency, and customer impact statements.
- Ensure operational discipline in ticket handling: timely updates, stakeholder communication, correct status progression, and quality closure (including linking related incidents/problems/changes).
- Orchestrate Major Incident execution support: ensure roles are assigned, comms are running, timeline is captured, follow-ups are created, and PIR/RCA actions are tracked to completion.
- Coordination of change execution: ensure requests are correctly raised, risk/impact is documented, approvals are obtained, schedules are respected, implementation evidence is captured, and outcomes are recorded (success/rollback).
Skills (must-have):
- 5+ years in ITSM / Service Management / Operations Excellence roles (Process Manager, Service Delivery, Ops Enablement, or equivalent) with demonstrated leadership in mission-critical environments.
- Hands-on experience managing Incident, Change, and Problem processes in a production environment (preferably mission-critical).
- Proven experience running governance routines (CAB, PIR, Problem Review) and driving measurable outcomes.
- Strong understanding of modern platform operations (Kubernetes/containers, automation, observability, basic infrastructure: compute, storage, network), sufficient to govern specialists.
- Experience defining process KPIs, building dashboards, and leading continuous improvement initiatives
Skills (should-have):
- Experience operating in regulated / high-availability industries (banking, telco, public sector, healthcare, automotive).
- Experience with SRE practices (SLOs/SLIs, error budgets) and reliability management.
- Platform delivery concepts: GitOps and IaC awareness (Terraform/OpenTofu, ArgoCD, Helm) to govern deployment/readiness standards.
- Experience with operating models spanning T1/T2/T3 and product/engineering teams.