Service Operations Manager

Purpose of Role

The Service Operations Manager is the face to the customer of the IS organization. The role is responsible for steering the external onsite support staff and serves as the first escalation point towards Corporate IS in case of major incidents and problems. Also, this role ensures localization of IS communication materials to the needs and channels of the BU.

Critical Responsibilities (MAE/MATTE/HSES*)

The role acts as escalation lead for major incidents or service failures, driving rapid resolution and communication. Also, it is responsible for local cyber security trainings ensuring that BU Germany’s workforce has awareness of cyber threats and knows how to prevent them.

Areas of Accountability, Responsibility and Competence

• Ensures delivery of IT services (corporate and local) is in line with SLAs, KPIs, and business expectations
• Oversees ITSM processes, including incident, problem, change, release, and request management within the BU and ensures adherence to global processes
• Produces regular service performance reports, highlighting risks, issues, and addresses opportunities for improvement with the relevant local and corporate IS teams
• Measures and improve customer satisfaction, coordinating with local and corporate IS teams to address gaps
• Supports the IS Manager in localizing IS policies and standards, and provides audit support as required
• Manages onsite support across all German locations, including team scheduling, performance monitoring, and capturing recurring problems
• Ensures recurring problems are resolved effectively, whether through technical fixes or targeted user training
• Contributes to the IS knowledge base and promote knowledge sharing within the wider IS Service Operations community
• Owns the vendor relationship for onsite support, ensuring contractual and performance commitments are met
• Develops and delivers targeted presentations and training materials to communicate changes and upskill users

Critical Skills*, Qualifications, Experience, etc.

• ITIL is required at foundation level at a minimum or a similar demonstrated experience
• Vendor management
• Team management
• Customer focus & communication
• Analytical & problem-solving skills