Job
- Level
- Experienced
- Job Field
- IT, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Erfurt
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will enhance IT service operations, monitor ticketing and workflow processes, analyze SLAs for continuous improvement, and coordinate escalations for efficient solutions.
Job Technologies
Your role in the team
- You work together with your colleagues to further develop ongoing operations by monitoring and managing ticketing and workflow processes in daily business.
- In weekly service meetings, you coordinate deliveries and services internally as well as with the client, ensuring clear next steps.
- You analyze and monitor SLAs and derive concrete improvements from them, which you follow up on until implementation.
- In case of disruptions, you coordinate the escalation management, prioritize effectively, and accelerate solutions across teams.
- You create meaningful reporting, conduct quality controls, and continuously develop KPIs (monthly improvement cycle).
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Our expectations of you
Qualifications
- You work confidently with ITIL and understand SLA/KPI logic well enough to derive actions from it.
- You are proficient in using ticketing and reporting tools and utilize MS Office (especially Excel/PowerPoint) in a structured manner.
- You moderate conversations assertively, communicate clearly, and maintain a solution-oriented approach even in escalations.
- You bring a passion for IT and enjoy teamwork with colleagues.
Experience
- You bring several years of experience in Service Management (e.g., IT Service Operations/ITSM) and feel confident working closely with customers.
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What we offer
- This strategic position offers you the opportunity to work mostly remotely, while regular meetings at our locations promote team exchange.
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Benefits
Health, Fitness & Fun
Work-Life-Integration
Topics You Will Work On
Job Locations
About Your Employer
IBYKUS
Our mission at IBYKUS AG for Information Technology is to keep our customers agile. Our service provider, who maintains several locations in Central Germany besides its headquarters in Erfurt, specializes in comprehensive IT services for businesses and authorities - featuring more than 250 employees.
Description
- Founding Year
- 1990
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
IT Service Manager
- Location
- Erfurt
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
