IT-Organisator (m/w/d)
Core
Lead IT process optimization, incident management, and service delivery for a client in Heidelberg.
Role type
Senior IT Operations Manager / Service Management Lead
Builds
Optimized IT service processes and incident resolution workflows
Domain
IT Service Management / Client IT Operations
Deliverable
dashboards & analysis
Required skills
ITIL framework knowledge, incident management, stakeholder communication, process improvement, training delivery, reporting, vendor coordination, Microsoft OS expertise, SCCM basics
Preferred skills
ITIL certification, software distribution experience
Responsibilities
Lead incident management and escalation processes, coordinate external service providers, manage customer support and problem management, communicate IT services to internal clients, develop and deliver training materials, create service performance reports, initiate proactive problem management measures, manage service transitions and IT knowledge management, identify and implement process improvements
Seniority
Senior, hands-on IC