IT Service Manager

Project overview

For our client, we are looking for an IT Service Manager starting in November.

Responsibilities

Skills:

• Coordinate the first-responder team: Review, prioritize, and assign incoming incidents and service requests, managing them to completion.
• Step in for first response: Provide operational support during bottlenecks, perform initial analyses, and forward issues appropriately.
• Ensure deployment planning: Plan shifts, on-call duties, substitutions, and handovers to meet service hours and SLAs.
• Secure personnel coverage: Check capacities and qualifications, coordinate additional needs and onboarding with team and project management early on.
• Manage patch management: Ensure regular checks of the software stack, complete ticket recording, and track implementation to documented completion.
• Manage certificate management: Maintain an overview of certificates, their validity periods, and responsibilities, initiate and track renewals in a timely manner.
• Follow up on incidents: Create post-incident reports and track improvement measures with clear responsibilities and deadlines.
• Monitor SLAs: Evaluate compliance, ticket backlogs, and recurring incidents, communicate risks transparently, and escalate in a timely manner.
• Develop operational processes: Maintain escalation paths, checklists, and instructions.
• Improve processes: Identify and implement optimization potential, especially through automation of manual tasks.
• Experience in operational IT service management, operations coordination, or a comparable role with responsibility for service quality.
• Practical experience in technical support or IT operations; ability to independently classify, analyze incidents, and handle first response.
• Experience in coordinating support/operations teams and in shift, on-call, and substitution planning under SLA requirements.
• Knowledge of incident and problem management, including structured incident follow-up.
• Knowledge of relevant BSI requirements and IT baseline protection.
• Understanding of patch and certificate management; ability to reliably organize recurring tasks and ensure their quality.
• Confident use of Jira Service Management and evaluation of tickets and service metrics.
• Technical understanding of cloud and container platforms, ideally Azure and OpenShift/Kubernetes.
• Knowledge of Azure DevOps, ArgoCD, Tekton, Terraform, Ansible, Elasticsearch, Kafka/Confluent, or PostgreSQL/MySQL is an advantage.
• Structured, self-reliant way of working, reliable communication, and consistent follow-up of open tasks.

Project details

6 months with an option to extend.

I look forward to your interest!

Sincerely,

Julia Barysava

percision services GmbH

Senior IT Recruitment Consultant

Agrippinawerft 26 (2. Etage)

50678 Köln

Mobile: *

Mail: *@*.de

Central office:

Fon * – 555

Web www.percision.de

percision services GmbH based in Dortmund

Managing Director: Peter de Lorenzi

District Court Dortmund HRB 16420

VAT ID: DE 217727976

• Start: 2026-11
• Duration: 6 Monate
• Location: DE
• Languages: German