Job
- Level
- Senior
- Job Field
- IT, Project, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Mönchengladbach
- Working Model
- Onsite
Job Summary
In this role, you manage ITIL processes, coordinate infrastructure incidents, define SLAs, and support cloud migration and infrastructure development. You collaborate closely with service owners and departments while creating technical documentation.
Job Technologies
Your role in the team
- Management and oversight of ITIL processes including Incident, Problem, Change, and Request Management in the infrastructure domain.
- Escalation, support, and coordination of critical infrastructure incidents (Major Incidents) including stakeholder communication.
- Single Point of Contact for Service Owners, Business Units, and External Service Providers in the Infrastructure Services sector.
- Definition, monitoring, and reporting of Service Levels (SLA/OLA) for all Infrastructure Services.
- Creation and maintenance of operating manuals, runbooks, and technical documentation for Infrastructure Services.
- Assumption of the duties of the Manager-on-Duty and the first escalation point for all infrastructure incidents.
- Support in the development and implementation of the group-wide Infrastructure Services Strategy (Cloud-First, Hybrid, Standardization).
- Identification and evaluation of new technologies and operational models for IT infrastructure.
- Management of projects for infrastructure development (e.g., cloud migration, network modernization).
- Ensuring compliance with change management guidelines for infrastructure changes.
- Onboarding of new locations and subsidiaries into the group-wide infrastructure landscape.
- Compliance with the guidelines for using the ITSM tool and the relevant infrastructure management tools.
This text has been machine translated. Show original
Our expectations of you
Education
- Successfully completed studies in Computer Science or a comparable vocational training in the IT environment.
Qualifications
- In-depth knowledge of ITIL processes: Incident, Problem, Change, Request, and Service Level Management.
- ITIL Foundation certification (at least); higher levels are an advantage.
- Knowledge of ITSM platforms such as ServiceNow and monitoring tools.
- Knowledge of cloud infrastructures (Microsoft Azure preferred) and hybrid environments.
- Project management skills (e.g., PRINCE2, PMP) are an advantage.
- Teamwork and collaborative cooperation with Service Owners, teams, and business units.
- Proactivity, resilience, flexibility, as well as determination and reliability.
- Good knowledge of German (at least C1) and good knowledge of English (at least B2), both written and spoken.
Experience
- At least 5 years of professional experience in ServiceNow development.
- Experience in operating and managing IT infrastructure services (servers, network, virtualization, storage, cloud).
- Experience in Service Level Management: Definition, monitoring, and reporting of SLA/OLA.
- Experience with Major Incident Coordination, Escalation Management, and Crisis Communication.
This text has been machine translated. Show original
What we offer
- Work-life balance through flexible working with flexitime accounts.
- 30 days of vacation.
- Collective annual bonus & holiday pay.
- Asset-building benefits & company pension scheme.
- Free employee parking.
- Employee Benefits (Corporate Benefits).
- Professional development.
- International family business.
- Independent and autonomous work.
This text has been machine translated. Show original
Benefits
Health, Fitness & Fun
Topics that you deal with on the job
Job Locations
This is your employer
Aunde Group
We are one of the leading manufacturers of innovative, technical textiles for the automotive and aerospace industries. AUNDE operates in 28 countries in Europe and overseas with around 10,000 employees.
Description
- Company Size
- 250+ Employees
- Company Type
- Established Company
- Working Model
- Onsite
- Industry
- Industry, Production
Service Manager Infrastructure Services / ITSM
- Location
- Mönchengladbach
- Working Model
- Onsite
- Diversity
- Open for all genders
