Service and Incident Manager

Project overview

We are looking for an experienced Service and Incident Manager for a project in Aachen. You will act as the central point of contact for all incident-related matters and will be responsible for the control and coordination of the entire incident management process.

Your tasks include the classification, assessment, and prioritization of incidents based on business impact, urgency, and customer relevance. You will ensure structured, transparent, and timely processing of disruptions and coordinate collaboration between various departments, technical teams, and external partners. Throughout the entire incident lifecycle, you will proactively communicate with internal and external stakeholders and monitor incident progress. If necessary, you will initiate escalations and corrective actions.

Furthermore, you will support the continuous improvement of incident management processes and service quality. You will identify recurring problems, assist with root cause analyses and preventive measures, as well as with SLA compliance and service monitoring.

For this position, you bring extensive professional experience in Service Management, Incident Management, or IT Operations. You have sound knowledge in Incident Management and experience in managing complex incidents in dynamic environments. A structured, process-oriented way of working, high customer and service orientation, as well as experience in escalation management are essential. Knowledge of ITIL or comparable service management frameworks is advantageous.

The position is to be filled by a freelancer and can start immediately.

Project details

• Start: sofort
• Remote: remote
• Location: Aachen, DE
• Languages: German