IT Associate Service Manager - Incident Management

About the role

The IT Associate Service Manager ensures efficient delivery of IT services, focusing on Incident Management, Major Incident Management, and Service Request Fulfillment. Acting as a bridge between technology and business teams, the role drives continuous improvement and adherence to ITIL best practices.

Key responsibilities

• Coordinate timely resolution of incidents and escalations, minimizing business impact.
• Lead major incident responses, communicate status, conduct root‑cause analysis and implement preventive actions.
• Oversee service request fulfillment, drive process automation and improvements.
• Ensure compliance with ITIL processes, internal standards and audit requirements.
• Collaborate with IT Operations, Engineering and business stakeholders to maintain service integration.
• Analyse KPIs to identify service optimisations and enhance user experience.
• Maintain accurate documentation and promote knowledge sharing within the team.
• Conduct regular status reviews of incident and request queues and initiate corrective actions.

Required profile

• Strong communication and stakeholder‑management abilities.
• Fluent in German and English (minimum B2 level).
• Proactive, structured problem‑solver with crisis‑management skills.
• Degree in Business Informatics, Computer Science or related field.
• Several years of experience in IT service management within complex organisations.
• Solid understanding of ITIL‑based service management and central ITSM processes.

Required skills

• Practical experience with ServiceNow.
• Proficiency in MS PowerBI or comparable analytics platforms.