T3 Process Manager – Local Platform Operations

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Interval Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

We are a boutique consulting and recruitment firm, and we specialise in providing expert resources to enable industry-leading organisations to achieve their goals.

📋 Description

• Managing core ITSM processes (Incident, Major Incident, Problem, Change, Service Request, Knowledge) end-to-end across T2/T3 and product stakeholders • Triaging and steering work in ITSM queues: validating completeness, routing to resolver groups, ensuring correct categorisation, priority/urgency and customer impact statements • Orchestrating Major Incident execution: ensuring roles are assigned, communications are running, timelines captured and PIR/RCA actions tracked to completion • Coordinating change execution: raising requests correctly, documenting risk/impact, obtaining approvals, capturing implementation evidence and recording outcomes • Managing problem flow: converting recurring incidents into problems, assigning RCA ownership and tracking corrective actions through to completion • Managing Service Request operations: enforcing SLAs, handling escalations and identifying opportunities for optimisation and automation • Ensuring knowledge articles are created and updated from incidents, problems and changes, with quality reviewed and articles linked to tickets for reuse • Monitoring operational SLAs/OLAs, identifying breaches early and coordinating recovery actions • Running planned operational cadences (daily ticket health checks, change coordination touchpoints, backlog reviews) • Identifying, defining and managing continuous service improvements

🎯 Requirements

• 5+ years in ITSM, Service Management or Operations Excellence roles (Process Manager, Service Delivery, Ops Enablement or equivalent) with demonstrated leadership in mission-critical environments • Hands-on experience managing Incident, Change and Problem processes in a production environment, preferably mission-critical • Proven experience running governance routines (CAB, PIR, Problem Review) and driving measurable outcomes • Strong understanding of modern platform operations (Kubernetes/containers, automation, observability, basic infrastructure: compute, storage, network) sufficient to govern specialists • Experience defining process KPIs, building dashboards and leading continuous improvement initiatives • Fluent English and German (C1 minimum in both)

🏖️ Benefits

• Flexible working hours • Access to exciting projects in various industries • Competitive pay