(Senior) IT Service Operations Manager (mfd)

Your Impact

You will bring discipline control and transparency to IT Service Operationsensuring 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

• End-to-end governance of Incident Major Incident and Problem Management

• A consistent and enforced operational governance model across internal teams and external providers

• Clear accountability and escalation structures for service disruptions

• Transparent performance management through meaningful outcome-focused KPIs (e.g. MTTR recurrence)

• A structured service improvement pipeline targeting root causesnot symptoms

• Strong vendor adherence to operational standards and service expectations

How You Will Make a Difference

• Reduce recurring incidents through rigorous Problem Management and root cause elimination

• Ensure high-quality controlled handling of major incidents under pressure

• Create full transparency on service performance risks and systemic issues

• Drive continuous improvement through disciplined follow-up and governance of incident reviews

• Enable Service Delivery and leadership teams with actionable operational insightsnot just data

• Introduce discipline and consistency into a historically fragmented operational landscape

What You Bring

• Extensive experience in IT Operations and IT Service Management

• Strong expertise in Incident Major Incident and Problem Management governance

• Proven track record in multi-vendor outsourced environments

• Ability to lead in high-pressure situations and drive structured fact-based decisions

• Strong analytical and risk-based mindset

• Excellent stakeholder and vendor management skills with the ability to enforce standards and drive accountability

Why Join Us

• Take ownership of a mission-critical function ensuring IT stability at scale

• Play a key role in transforming IT operations toward discipline transparency and accountability

• Operate in a high-visibility role with direct impact on business continuity

• Shape how operational excellence is defined and enforced globally

• Be part of a cultural shift toward performance ownership and collaboration

Apply now and help us shaping #FutureFresenius