Service Manager IT Operations

Project overview

Westhouse is one of the leading recruitment companies for the placement of highly qualified specialists from the entire IT lifecycle and engineering sector.

For our client, we are currently looking for a

Service Manager IT Operations

Framework Information

Reference:180691

Responsibilities

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Interested?

Interested? We look forward to receiving your comprehensive CV in electronic form.

Your contact person:

Patrick Hoening

*@*.com

*

• Coordinate the first response team: Manage the review, prioritization, and assignment of incoming incidents and service requests until completion.
• Step in for first response: Provide operational support during bottlenecks, perform initial analyses, and forward appropriately.
• Ensure deployment planning: Plan working hours, 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.
• Steer patch management: Ensure regular checks of the software stack, complete ticket recording, and follow-up until documented implementation.
• Steer 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.

Project details

Start Date:26.10.2026

Working Hours:Full-time

Your Qualifications

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• 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, and handle first response for incidents
• Experience in coordinating support/operations teams and in deployment, on-call, and substitute 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
• Start: 2026-10
• Duration: 12 Monate
• Remote: hybrid
• Location: Remote, Deutschland, DE
• Languages: German