75% Remote: IT Operations Manager (f/m/d) Cloud

For our client we are looking for an IT Operations Manager (f/m/d) Cloud.

Frame data:
Start: November 2024
Duration: 31.03.25 ++ (long term)
Capacity: 100% if possible
Location: Berlin / Remote (1 week Berlin / 3 weeks remote in rotation), up to 50% onsite in peak times

Role:
T2 Service Operations Manager (role at program level) responsibilities include service monitoring and coordinating / resolving system issues, reactive and proactive communication of service degradation or outages, change management , solving and dispatching incidents to T3 product lines.
You need to have experience with IT performance management, resources administration, security and service continuity.

Targets in that Position:
- Building the initial teams, establishing procedures, metrics and practices with focus on Change Control, Incident Management, Problem Management, Knowledge Transfer and Monitoring & Event Management.
- Promote a proactive rather than a reactive culture within the team through improved analysis and metrics.
- Maintain strong quality and productivity standards within the team, coach them to improve the daily activities.
- Continuous Improvement: Identify opportunities for process improvements, efficiency enhancements, and skills development.
- Risk Management: Proactively identify and mitigate risks that may impact service quality, ensuring smooth operations.

Skills (must-have):
- Proven experience as IT Operations Manager
- Leadership and organizational skills
- Problem-solving aptitude
- Manages change enablement, incidents, service requests, and problem management (ITIL) practices.
- Develops and enhances team processes to increase productivity and client satisfaction.
- Ensures that quality is used as a tool to improve customer satisfaction and enhance service delivery.
- Proven experience with Change Control within product operations - implement process of planning, implementing, and controlling changes to the products
- Expertize with Observability in product operations
- Expertize on product operations based on the three-tier support model.
- Able to follow ITIL practices to optimize resources and processes
- Demonstrate confidence and credibility
- Able to prioritize actions based on risks evaluation and impact
- Able to properly react and helping to ensure the continuity of critical services
- Fluent English communication skills in speech and writing (minimum C1 level).

Skills (should-have):
- Fluent German in speech and writing (at least B2)
- ITIL / ISO / ITSM / ISMS / BCM experience / certifications