Senior IT Service Manager - Remote (German Speaking)
Manage IT service operations, coordinate incidents, and drive continuous improvement. Requires 5+ years in IT Service Management, ITIL 4, and professional German proficiency.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
We are currently seeking an experienced IT Service Manager to support one of our clients. This fully remote opportunity is ideal for professionals with a strong background in IT service management, ITIL processes, and operational support who thrive in cross-functional environments.
Key Responsibilities:
- Manage and coordinate incidents and service requests within a 2nd Level Support environment.
- Process, assign, and track support tickets to ensure timely resolution.
- Ensure compliance with established IT service management processes, operational procedures, and service standards.
- Create, maintain, and continuously improve knowledge base articles and operational documentation.
- Act as the primary liaison between the Service Desk, business departments, and product teams.
- Coordinate and manage external service providers to ensure reliable service delivery.
- Plan, facilitate, and moderate regular service review meetings with internal and external stakeholders.
- Monitor service performance, analyze service quality metrics, and identify opportunities for continuous improvement.
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Required Qualifications:
- Minimum of 5 years of professional experience in IT Service Management or IT Operations.
- Proven experience managing tickets and operational IT service processes.
- Strong practical knowledge of ITIL 4 frameworks and best practices.
- Professional proficiency in German (spoken and written).
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Preferred Qualifications:
- Experience working in Agile software development environments.
- Knowledge of Agile methodologies and DevOps practices.
- Understanding of software and mobile application development lifecycles.
- Experience within the eHealth sector.
- Knowledge of the German Telematics Infrastructure (TI).
- Experience with TI Messenger solutions.
- ITIL 4 Certification is highly desirable.
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