Lead Incident, Change, and Problem Management — Own and operate core ITSM processes in mission-critical production environments
Run governance routines — Facilitate CAB meetings, Post-Incident Reviews, and Problem Reviews with measurable outcomes
Coordinate modern platform operations — Collaborate with teams across Kubernetes, automation, observability, compute, storage, and networking
Define and track operational KPIs — Build dashboards, monitor performance indicators, and ensure continuous service improvement.
Drive continuous improvement initiatives — Identify process gaps, implement optimizations, and enhance operational maturity

A minimum of five years of experience in IT Service Management, Service Management or Operations Excellence roles such as Process Manager, Service Delivery or Ops Enablement, with proven leadership experience in mission-critical environments
Hands-on experience managing Incident, Change and Problem processes in a production environment, ideally within critical systems
Proven experience in running governance routines such as CAB, PIR and Problem Reviews, including delivering measurable outcomes
Strong understanding of modern platform operations, including container technologies such as Kubernetes, automation, observability, as well as core infrastructure topics like compute, storage and network, with the ability to effectively steer specialist teams
Experience in defining process KPIs, building dashboards and driving continuous improvement initiatives
Very good proficiency in both English and German, written and spoken, at a minimum level of C1
Experience in regulated or high-availability industries such as banking, telecommunications, public sector, healthcare or automotive
Knowledge of Site Reliability Engineering practices, including SLOs, SLIs, error budgets and reliability management
Familiarity with platform delivery concepts such as GitOps and Infrastructure as Code, for example using Terraform, ArgoCD or Helm
Experience working within operating models across T1, T2 and T3 levels and collaborating with product and engineering teams

Senior ITSM Process Manager (m/w/d)