Customer Incident & Service Process Manager (m/f/d)
Core
End-to-end management of the customer incident lifecycle, from intake and triage to resolution and feedback, ensuring seamless service experiences.
Role type
Customer Incident & Service Process Manager
Builds
End-to-end incident processes, response playbooks, and governance frameworks for customer support.
Domain
Healthcare software / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
End-to-end service process mapping and redesign, incident lifecycle management, root cause analysis, cross-functional stakeholder management, ITSM tool proficiency, SLA and escalation management, incident review board facilitation
Preferred skills
Data-driven service quality steering, postmortem leadership, automation leverage
Technologies
ServiceNow, Jira
Responsibilities
Map and improve the full customer incident lifecycle, detect and act on customer impact patterns, connect Support/Product/Engineering teams, analyze trends to eliminate root causes, lead the Incident Review Board, build response playbooks, drive structured postmortems
Seniority
Mid-Senior, hands-on IC
