• Punët
• Rreth nesh
• Për punëdhënësit

Description & Requirements

Who we are looking for

We are looking for an experienced and proactive IT Associate Service Manager - Incident Management - to ensure the efficient and effective delivery of IT services within the organization.

Acting as a key liaison between technology and business teams, the IT Service Associate Manager focuses on maintaining seamless service operations in the areas of Incident Management, Major Incident Management, and Service Request Fulfillment.

This role requires a balance of leadership, problem-solving, communication, and organizational skills to ensure services meet established standards, to maintain service continuity, minimize business disruption, and ensure that services meet agreed standards and customer expectations. Continuous improvement of processes, fostering collaboration, and ensuring adherence to ITIL best practices are central to this position.

Your skillset:

• Practical experience and knowledge of methodologies and frameworks of ITIL within complex organizations (including Incident, Problem, Request Management) and a strong understanding of processes
• German at C1/C2 level (very good written and spoken skills) and English at minimum B2 level to be able collaborate with demanding groups
• Practical knowledge and efficient usage of ServiceNow and PowerBI
• Strong communication and stakeholder management skills
• Strong organizational skills and the ability to manage competing priorities
• Proactive, analytical and structured approach to problem-solving (including Root Cause Analysis of Failures and Proactive Risk Identification). Crisis management and decision-making capabilities.
• Structured working style, ownership mentality and ability to coordinate, engage, and motivate cross-functional teams
• Degree in Business Informatics, Computer Science, or a comparable field, or several years of relevant professional experience in Service Management/ Incident Management

Your future role

Your responsibilities:

• Coordinate the timely resolution of incidents and escalations, minimizing their impact on business operations. Included conduct regular reviews of incident and service request queues and initiate corrective actions when required.
• Facilitate post-incident reviews and ensure that lessons learned are documented and followed through.
• Lead the response to major incidents, including stakeholder communication, cross-functional coordination, root cause analysis, and the implementation of preventive measures.
• Oversee service request fulfilment and identify opportunities for process improvement and automation.
• Monitor Service Desk performance indicators, including response and resolution metrics, and communicate relevant trends to stakeholders.
• Analyze service KPIs and identify opportunities to improve service quality and user experience.
• Ensure alignment with ITIL practices, organizational standards, and audit requirements.
• Work closely with Technology Operations, Engineering teams, and business stakeholders to maintain effective service integration.
• Maintain accurate process documentation, guidelines, and knowledge materials.
• Deliver training and awareness sessions related to incident management and service request processes.
• Collaborate with team leaders and management to align service management objectives with wider business priorities
• Support the onboarding of new team members and help them understand relevant service management workflows.

What we offer

• Stable job in multinational company based on employment contract;
• Working in flexible hybrid model - partially from home and the office;
• Great opportunity for professional development;
• Structured onboarding process and Buddy program for new joiners;
• Open and friendly organizational culture based on the pillars of well-being and diversity & inclusion.

Description & Requirements

Who we are looking for

We are looking for an experienced and proactive IT Associate Service Manager - Incident Management - to ensure the efficient and effective delivery of IT services within the organization.

Acting as a key liaison between technology and business teams, the IT Service Associate Manager focuses on maintaining seamless service operations in the areas of Incident Management, Major Incident Management, and Service Request Fulfillment.

This role requires a balance of leadership, problem-solving, communication, and organizational skills to ensure services meet established standards, to maintain service continuity, minimize business disruption, and ensure that services meet agreed standards and customer expectations. Continuous improvement of processes, fostering collaboration, and ensuring adherence to ITIL best practices are central to this position.

Your skillset:

• Practical experience and knowledge of methodologies and frameworks of ITIL within complex organizations (including Incident, Problem, Request Management) and a strong understanding of processes
• German at C1/C2 level (very good written and spoken skills) and English at minimum B2 level to be able collaborate with demanding groups
• Practical knowledge and efficient usage of ServiceNow and PowerBI
• Strong communication and stakeholder management skills
• Strong organizational skills and the ability to manage competing priorities
• Proactive, analytical and structured approach to problem-solving (including Root Cause Analysis of Failures and Proactive Risk Identification). Crisis management and decision-making capabilities.
• Structured working style, ownership mentality and ability to coordinate, engage, and motivate cross-functional teams
• Degree in Business Informatics, Computer Science, or a comparable field, or several years of relevant professional experience in Service Management/ Incident Management

Your future role

Your responsibilities:

• Coordinate the timely resolution of incidents and escalations, minimizing their impact on business operations. Included conduct regular reviews of incident and service request queues and initiate corrective actions when required.
• Facilitate post-incident reviews and ensure that lessons learned are documented and followed through.
• Lead the response to major incidents, including stakeholder communication, cross-functional coordination, root cause analysis, and the implementation of preventive measures.
• Oversee service request fulfilment and identify opportunities for process improvement and automation.
• Monitor Service Desk performance indicators, including response and resolution metrics, and communicate relevant trends to stakeholders.
• Analyze service KPIs and identify opportunities to improve service quality and user experience.
• Ensure alignment with ITIL practices, organizational standards, and audit requirements.
• Work closely with Technology Operations, Engineering teams, and business stakeholders to maintain effective service integration.
• Maintain accurate process documentation, guidelines, and knowledge materials.
• Deliver training and awareness sessions related to incident management and service request processes.
• Collaborate with team leaders and management to align service management objectives with wider business priorities
• Support the onboarding of new team members and help them understand relevant service management workflows.

What we offer

• Stable job in multinational company based on employment contract;
• Working in flexible hybrid model - partially from home and the office;
• Great opportunity for professional development;
• Structured onboarding process and Buddy program for new joiners;
• Open and friendly organizational culture based on the pillars of well-being and diversity & inclusion.