IT Service Operations Manager – Frankfurt (24109)

IT Service Operations Manager – Frankfurt (24109)

We are looking for an IT Service Operations Manager to join our team in Frankfurt.

What we expect from you

Skills & Experience

1. Completed training in an IT profession, University of Applied Sciences degree in Computer Science or comparable knowledge.
2. Strong leadership skills (decision-making and enforcement).
3. Experienced in coordinating cross-site teams.
4. Readiness to work in shifts including non-business hours.
5. Experience with ticket management systems.
6. Availability management experience is preferred.
7. Experienced in troubleshooting and IT infrastructures.
8. Strong customer, solution, and service orientation.
9. Very good written and spoken knowledge of English.
10. Excellent communication and interpersonal skills, resilience, and the ability to communicate technical concepts to non-industry stakeholders.

Responsibilities

1. Take responsibility for escalation management in the area of incident and major incident management.
2. Identify recurring incidents, log them as problems, and conduct root cause analysis (RCA).
3. Align capacity planning with availability goals and ensure IT service continuity.
4. Control, monitor, and optimize the incident, problem, and availability management process according to ITIL.
5. Prepare detailed reports on incidents, post-mortem analyses, trend analyses, and identify opportunities for improvement in the incident management process.
6. Regularly report incident, problem, and availability processes to the customer and organize internal and customer appointments.
7. Coordinate global service teams during incidents to ensure efficient resource usage and resolution in accordance with established service level agreements.
8. Initiate continuous improvements based on KPIs and customer feedback to increase the efficiency and effectiveness of IT processes.
9. Produce regular reports on problem management metrics and maintain the Known Error Database (KEDB).
10. Produce regular reports on IT service availability and performance metrics, identifying trends and providing insights for continuous improvement.

Frankfurt Office

Quipu’s Head Office is established in Frankfurt, while other regional offices are set up around Europe to serve an international market better. Quipu is a member of the ProCredit Group, ensuring the long-term sustainability of all IT operations.

If you see yourself in this role, we would like to get to know you. Send us your application in the form below by 15.10.2024.

Apply now!

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