Service Manager IT Operations (m/f/d) – AFRA-11219

Project overview

Framework:

Period: 01.11.2026 - 31.12.2026 + option for extension

A supreme federal authority, through its budget department, carries out the tasks of budget preparation, budget execution, and accounting.

Characteristic of these tasks is that they are cross-departmental and involve special powers.

To fulfill these time-critical and complexly interlocking tasks, the client uses special budget procedures.

The goal of the budget procedures modernization program is to modernize and further develop the specialized procedures.

This implies renewing the system based on modern IT, considering standards, and reacting flexibly to legal, regulatory, or organizational changes. A contemporary and user-friendly interface should enable efficient work.

For the operation of an OpenShift-based hybrid cloud environment, a Service Manager is sought who ensures the quality and reliability of operational processes, provides organizational support to the operations team, and, if necessary, participates in first response themselves.

Services:

Requirements – must have: (mandatory, also listed and explained in years and individual project references!)

I look forward to receiving your profile including availability and desired conditions!

• Coordinate first responder team: Review, prioritize, and assign 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 duty hours, on-call duties, substitutions, and handovers to ensure service hours and SLAs are met.
• Secure personnel coverage: Check capacities and qualifications, coordinate additional needs and training with the team and project management early on.
• Control patch management: Ensure regular checks of the software stack, complete ticket recording, and follow-up until documented implementation.
• Control certificate management: Maintain an overview of certificates, 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, and handle first response for incidents.
• Experience in coordinating support/operations teams and in planning deployments, on-call duties, and substitutions 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-responsible way of working, reliable communication, and consistent follow-up of open tasks.

Project details

Project language: German C1/C2

Utilization: 280 hours

Employment type: Freelance

• Start: 2026-11
• Duration: 1 Monat
• Remote: remote
• Location: Berlin, Deutschland, DE
• Languages: German