(Senior) IT Service Operations Manager (m/f/d)

Job description

Your Impact You will bring discipline, control, and transparency to IT Service Operations—ensuring stable, reliable service delivery in a complex, multi-vendor environment. This role is critical to reducing service disruption, strengthening accountability, and restoring trust in IT performance at scale . What You Will Drive: End-to-end governance of Incident, Major Incident, and Problem Management A consistent and enforced operational governance model across internal teams and external providers Clear accountability and escalation structures for service disruptions Transparent performance management through meaningful, outcome-focused KPIs (e.g., MTTR, recurrence) A structured service improvement pipeline targeting root causes—not symptoms Strong vendor adherence to operational standards and service expectations How You Will Make a Difference Reduce recurring incidents through rigorous Problem Management and root cause elimination Ensure high-quality, controlled handling of major incidents under pressure Create full transparency on service performance, risks, and systemic issues Drive continuous improvement through disciplined follow-up and governance of incident reviews Enable Ser...