Service Manager IT Operations – ITSM, Incident Management & OpenShift

Project overview

Please send your profile including availability and hourly rate to [contact removed].

Brief Description

For a public sector client, we are looking for an IT Operations Service Manager to coordinate and ensure the quality of an OpenShift-based hybrid cloud environment. The focus is on IT Service Management, First Response, SLA management, and the optimization of operational processes.

Key Data

• Start: 01.11.2026
• End: 31.12.2026
• Utilization: Full-time
• Remote share: Almost exclusively remote
• On-site share: Occasional appointments in Berlin
• Location: Remote / Berlin
• Employment Model: Predominantly remote
• Extension: Option for 2027
• Focus: ITSM, Service Coordination, Incident & Problem Management

Responsibilities

Profile Requirements

Please send your profile including availability and hourly rate to [contact removed].

• Coordinate the First Response team, prioritize and manage incidents and service requests
• Provide operational support for First Response, analyze incidents, and escalate them appropriately
• Ensure deployment, on-call, and standby scheduling in compliance with SLAs
• Monitor team capacities and qualifications, and coordinate additional staffing needs
• Coordinate patch and certificate management and track timely implementation
• Monitor service quality, SLA compliance, ticket backlogs, and recurring incidents
• Create post-incident reports and track improvement measures
• Optimize operational processes, escalation paths, and documentation, and automate manual tasks
• Sound experience in operational IT Service Management and coordination of IT operations teams
• Practical experience in technical support and independent analysis and resolution of incidents
• Experience in deployment, on-call, and standby scheduling under SLA requirements
• Experience in Incident & Problem Management, including structured incident follow-up
• Confident use of Jira Service Management and evaluation of tickets and service metrics
• Familiarity with BSI requirements and IT baseline protection
• Experience in coordinating patch and certificate management
• Technical understanding of cloud and container platforms, ideally Azure and OpenShift/Kubernetes
• Structured, self-reliant way of working, reliable communication, and native or fluent German language skills
• Experience with Azure DevOps, ArgoCD, Tekton, Terraform, Ansible, Elasticsearch, Kafka/Confluent, or PostgreSQL/MySQL is an advantage

Project details

• Start: ab sofort
• Remote: remote
• Location: Berlin, Deutschland, DE
• Languages: German