To start as soon as possible, full time, permanent
Functional area : IT / Digital
Executive Summary
The Incident & ISP Service Manager plays a key role in ensuring the efficient operation of Connectivity and Infrastructure services by managing escalations, optimising incident reporting, and improving communication processes across technical and support teams. This role also plays a critical part in enhancing the internal customer experience by developing streamlined service processes and maintaining up-to-date knowledge base articles in ServiceNow. This role is also responsible for leading and managing ISP connections to ensure reliable internet access to company assets, a critical function for operational continuity.
The role will be under the Asset Solutions Connectivity team, with a dotted dependency to the Asset Solutions Infrastructure.
Principal Accountabilities
* Oversee incident and escalation management, ensuring timely resolution and minimal service disruption for both networking (Connectivity) and Infrastructure teams.
* Act as the primary point of contact between technical teams and business stakeholders for service-related escalations and inquiries.
* Lead the optimisation of communication processes between Connectivity, Infrastructure, and other support areas to ensure seamless collaboration.
* Manage and improve incident reporting, tracking trends and proposing corrective actions to enhance service performance.
* Coordinate and maintain a knowledge base in ServiceNow, ensuring troubleshooting documentation is comprehensive and up to date.
* Analyse service performance metrics (SLAs, KPIs) and drive continuous improvement initiatives for both Connectivity and Infrastructure services.
* Ensure alignment with ITIL best practices, particularly incident, problem, and change management processes. Ensure compliance with ISO27000 and internal laws and local and international laws.
* Contribute to process automation and service improvements to enhance efficiency and service reliability.
* Collaborate with network and infrastructure engineers to refine operational workflows and improve root cause analysis procedures.
* Ensure compliance with security policies, OT governance standards, and operational best practices.
Knowledge and Skills
* Degree in Information Technology or equivalent relevant experience.
* Strong understanding of IT Service Management (ITSM), including ITIL best practices, incident and escalation management.
* Familiar with networking, infrastructure operations, and complex OT systems.
* Proficient in ServiceNow for ticketing, incident tracking, and knowledge management.
* Skilled in analysing incident trends, coordinating root cause analysis, and driving continuous improvement.
* Excellent communication and coordination skills across technical and business teams in an international environment.
* Fluency in English required; knowledge of German, Spanish, or French is a plus.
We look forward to meeting you.
We value diversity and therefore welcome all applications - regardless of gender, disability, nationality, ethnic and social origin, religion / belief, age, sexual orientation, and identity. #inclusionmatters
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