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Senior IT Service Manager at IPG

Berlin, Berlin, Germany -

Full Time

Start Date

Immediate

Expiry Date

15 Nov, 26

Salary

0.0

Posted On

17 Aug, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Industry

Information Technology & Services

Description

What you will doResponsibilities:Own and manage end-to-end support delivery operations, ensuring service stability and performance.
Design, implement, and continuously improve Incident, Problem, Change, and Service Request Management processes in line with ITIL best practices.
Build and scale support structures from scratch, including onboarding new services and teams.
Lead major incident management, ensuring timely resolution and clear stakeholder communication.
Manage and optimize 24/7 support models and L1/L2/L3 support structures.
Take ownership of SLA/KPI performance, including monitoring, reporting, and driving improvements.
Develop roadmaps, delivery plans, and forecasts, aligning support strategy with business needs.
Create clear reports and dashboards to visualize performance and outcomes.
Collaborate with stakeholders to ensure smooth service transitions and contract-related operations.
Drive adoption of AI tools and automation to enhance support efficiency.

Responsibilities