Your Impact
You will bring discipline, control, and transparency to IT Service Operations—ensuring stable, reliable service delivery in a complex, multi-vendor environment.
This role is critical to reducing service disruption, strengthening accountability, and restoring trust in IT performance at scale.
What You Will Drive
1. End-to-end governance of Incident, Major Incident, and Problem Management
2. A consistent and enforced operational governance model across internal teams and external providers
3. Clear accountability and escalation structures for service disruptions
4. Transparent performance management through meaningful, outcome-focused KPIs (e.g., MTTR, recurrence)
5. A structured service improvement pipeline targeting root causes—not symptoms
6. Strong vendor adherence to operational standards and service expectations
How You Will Make a Difference
7. Reduce recurring incidents through rigorous Problem Management and root cause elimination
8. Ensure high-quality, controlled handling of major incidents under pressure
9. Create full transparency on service performance, risks, and systemic issues
10. Drive continuous improvement through disciplined follow-up and governance of incident reviews
11. Enable Service Delivery and leadership teams with actionable operational insights—not just data
12. Introduce discipline and consistency into a historically fragmented operational landscape
What You Bring
13. Extensive experience in IT Operations and IT Service Management
14. Strong expertise in Incident, Major Incident, and Problem Management governance
15. Proven track record in multi-vendor, outsourced environments
16. Ability to lead in high-pressure situations and drive structured, fact-based decisions
17. Strong analytical and risk-based mindset
18. Excellent stakeholder and vendor management skills with the ability to enforce standards and drive accountability
Why Join Us
19. Take ownership of a mission-critical function ensuring IT stability at scale
20. Play a key role in transforming IT operations toward discipline, transparency, and accountability
21. Operate in a high-visibility role with direct impact on business continuity
22. Shape how operational excellence is defined and enforced globally
23. Be part of a cultural shift toward performance, ownership, and collaboration
Apply now and help us shaping #FutureFresenius