Service Manager IT Operations – OpenShift / Hybrid Cloud

Project overview

For our client in the public sector, we are looking for a Service Manager to operatively steer and ensure the quality of operations for an OpenShift-based hybrid cloud environment. In addition to organizational support for the operations team, involvement in first response is also part of the responsibilities as needed.

Project Data:

Project Background:

In the program "Modernization of Budgetary Procedures," the federal budget's specialist procedures for budget preparation, execution, and accounting are being modernized and further developed. The goal is a future-proof IT landscape that considers relevant standards, can flexibly react to legal, regulatory, and organizational changes, and enables efficient work.

For the operation of the OpenShift-based hybrid cloud environment, reliable operational processes, adequate personnel coverage, and adherence to agreed service qualities are to be ensured.

• Start: 01.11.2026
• Duration: 31.12.2026, with optional extension
• Remote: 280 h
• OnSite: Occasional on-site appointments in Bonn are generally possible
• Utilization: approx. 140 h/month
• Location: Bonn

Responsibilities

• Coordination of the first responder team and management of the review, prioritization, and assignment of incoming incidents and service requests until completion
• Operational support in first response during bottlenecks, including initial technical analyses and targeted forwarding to responsible parties
• Planning of duty times, on-call services, substitutions, and handovers to ensure adherence to agreed service times and SLAs
• Checking capacities and qualifications, and early coordination of additional personnel and training needs with team and project management
• Management of patch management, including regular checks of the software stack, complete ticket recording, and follow-up until documented implementation
• Management of certificate management by maintaining an overview of certificates, validity periods, and responsibilities, as well as timely initiation and follow-up of renewals
• Creation of post-incident reports and follow-up of agreed improvement measures with clear responsibilities and deadlines
• Monitoring SLA compliance, analysis of ticket backlogs and recurring incidents, and transparent communication and timely escalation of risks
• Maintenance and further development of escalation paths, checklists, and operating instructions
• Identification and implementation of process improvements, especially through automation of manual tasks

Requirements

If we have not contacted you within 3 working days of receiving your profile, please consider this a rejection from our side (e.g., due to a poor fit).

• 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, and the ability to independently classify incidents, perform initial analyses, and handle first response
• Experience in coordinating support or operations teams, and in deployment, 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, and experience in the binding organization and quality assurance of recurring operational tasks
• Confident use of Jira Service Management and experience in evaluating tickets and service metrics
• Technical understanding of cloud and container platforms
• Knowledge of Azure and OpenShift/Kubernetes
• Knowledge of one or more of the following tools and technologies: Azure DevOps, Argo CD, Tekton, Terraform, Ansible, Elasticsearch, Kafka/Confluent, or PostgreSQL/MySQL

Project details

• Start: 2026-11
• Duration: 2 Monate
• Location: DE
• Languages: German