IT Incident und Service Manager (m/w/d)

IT Incident und Service Manager (m/w/d)

Location: Köln

Employment type: Vollzeit (Unbefristet, Hybrid)

Responsibilities

• Ownership for Incident- und Service‑Management: Definition, establishment, and improvement of processes, SLAs, and escalation models.
• Hands‑on Incident Control: Active triage, steering, and coordination of incidents across their lifecycle.
• Smart Ticketing: Build and run modern ticketing setups, including routing, tracking, and reporting.
• AI‑supported Operations: Deploy AI for ticket classification, prioritization, and knowledge‑base utilization.
• Automation and Integration: Integrate service and incident processes into tools such as Slack.
• Access and Permission Concepts: Design and maintain role and permission concepts for IT systems.
• Stabile Services: Ensure service stability from hyper‑care to regular operations, including lessons learned.

Qualifications

• Multiple years of experience in IT service or incident management.
• Strong concept and operational execution skills.
• Deep understanding of ticketing systems, ITSM processes, and permission concepts.
• AI‑native mindset: curiosity and pragmatism with AI in IT operations.
• High communication skills, clear ownership, and decision‑making ability.
• Enjoys cross‑team collaboration in dynamic setups.
• Fluent in German and English (B2 minimum).

Benefits

• Motivated team with flat hierarchy and short communication paths.
• Hybrid working location in central Cologne.
• Enjoyable work and team environment.
• Competitive pay and 30 vacation days per year.
• Job ticket subsidy and free parking.

Equal Opportunity

The company promotes inclusion and encourages applicants with disabilities. The Schwerbehindertenvertretung is involved early in the process. Applicants can request technical or organizational adjustments. We welcome applications from people with disabilities.