Service & Incident Manager (m/w/d)

Short and crisp

Do you stay on top of things when the pressure is on, set the right priorities and ensure clear communication between everyone ​involved? Then join us as a Service & Incident Manager (m/f/d) and help us resolve service disruptions quickly, transparently and with a strong customer focus. We look forward to receiving your application!

Your job – Your passion

• You manage and coordinate the entire incident process - from initial intake and prioritisation through to resolution and follow-up
• In doing so, you assess incidents based on business impact, urgency and customer relevance to set the right priorities
• As the central point of contact for all incident-related matters, you ensure a reliable flow of information between all parties involved
• You bring together technical teams, business units, support functions, and external service providers, and support internal and external stakeholders throughout the entire incident lifecycle with clear and proactive communication
• The progress of critical incidents is continuously monitored, escalation needs are identified at an early stage, and appropriate measures are initiated
• You ensure that critical service disruptions are handled with a customer-focused approach and followed up appropriately
• To ensure maximum transparency and traceability, you maintain incident documentation, status updates and reports
• In addition, you support SLA compliance and monitor service performance
• You identify recurring issues at an early stage, contribute to root cause analyses and develop preventive measures
• You contribute your own ideas to continuously improve our incident management processes and service quality

Your profile – Your strengths

• You bring experience in Service Management, Incident Management, IT Operations or a similar environment
• Managing complex incidents in fast-paced environments and keeping multiple critical topics on track at the same time comes naturally to you
• Setting clear priorities, working in a structured way and staying calm under pressure are among your strengths
• With strong communication skills and a professional approach to stakeholder management, you build trust across internal teams and external partners
• A customer-first mindset enables you to combine high service standards with a pragmatic focus on fast and sustainable solutions
• Your analytical, process-oriented approach allows you to quickly identify connections, root causes and opportunities for improvement
• Cross-functional collaboration and escalation management are areas in which you already have practical experience
• Familiarity with ITIL or similar IT Service Management frameworks is a plus
• You communicate confidently and professionally in both German and English

Our offer to you

• Great creative freedom and a variety of opportunities for further development in a very trusting and appreciative environment
• The choice between different work models (office or hybrid) with flexible working hours, a working time account, overtime regulations and modern and economically equipped workstations
• State-of-the-art collaboration tools for efficient hybrid working (e.g.,Stackoverflow for Teams)
• A family-friendly and relaxed atmosphere where ideas are created together with the best colleagues on earth!
• Unlimited employment contracts, company pension plan, bonus payment, a future leadership program, development budgets and LinkedIn Learning, sports events, childcare support, cafeteria, health campaigns, bring your dogs to work, sufficient and free parking spaces, bicycle leasing, IT hardware leasing, tire changing service, company and sports events, team excursions and team challenges, parcel service, drinks, fresh fruits and vegetables, cookies and much more