GERMAN SPEAKING SERVICE MANAGER (MAJOR INCIDENT & PROBLEM MANAGEMENT)

LITIT, a joint venture between NTT DATA and Reiz Tech, is a company with deep-rooted industry know-how, dedicated to innovation within the IT sector. Its primary focus is delivering high-quality solutions in the DACH region. With a commitment to excellence, LITIT combines the best of German precision, Japanese work ethics, and Lithuanian talent to provide unparalleled IT service and support to its clients.

Our client is a well-established international company in the financial services sector, recognized for its reliability, innovation, and customer focus. They operate across several European markets, offering a wide range of financial and mobility-related products. The organization places strong emphasis on quality, compliance, and customer satisfaction, ensuring that every interaction reflects their brand values.

In this role, you will serve as the first escalation point for Major Incident Management (MIM) and Major Problem Management (MPM), ensuring business-critical incidents are managed efficiently and resolved with minimal impact.

You will work closely with technical teams, service desk specialists, infrastructure engineers, and business stakeholders while supporting IT Service Management processes in a Microsoft 365 enterprise environment.

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  Act as the first escalation point for Major Incident Management (MIM) and Major Problem Management (MPM).

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  Coordinate major incidents throughout their lifecycle and ensure timely communication to stakeholders.

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  Drive problem management activities and support root cause analysis.

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  Collaborate with Service Desk, infrastructure, and support teams to restore business services.

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  Support IT Service Management processes following ITIL best practices.

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  Work within a Microsoft 365 environment, including Microsoft Office, Teams, and SharePoint.

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  Support Windows Client and hardware-related service operations.

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  Build strong relationships with internal stakeholders and ensure high-quality service delivery.

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  Contribute to continuous service improvement initiatives.

Must-have

• German language proficiency – C1/B2 level;

• English language proficiency – B2/C1 level;

• Experience in IT Service Management or Service Operations.

• Experience with AMS Operations / Application Support.

• Good knowledge of Microsoft 365 technologies.

• Experience supporting Windows Client environments.

• Strong stakeholder management and communication skills.

• Consulting mindset with excellent customer service skills.

• Ability to manage conflicts and coordinate multiple stakeholders.

• Coaching and collaboration skills.

• Willingness and readiness to travel as required by project or client needs is expected. This may include occasional domestic or international travel, sometimes on short notice.

Nice-to-have

• ITIL Foundation (v3 or v4).

• Experience as a Major Incident Manager or Problem Manager.

• Service Desk experience.

• Presentation skills.

• Business case analysis experience.

• Team-building experience.