IT Service Manager

vor 4 Wochen

Duisburg, Deutschland kloeckner.i GmbH Vollzeit
Your Mission

The Digital, Information & Technology (DIT) team is introducing and optimizing digital solutions in all areas. We are seeking a highly motivated and experienced Incident and Escalation Manager to join our team. You will be responsible to manage all Incident queues, Major Incident bridges and escalated tickets. This includes managing communication with internal delivery teams, providers and users. You will monitor and report the Incident resolution performance and SLA’s. Your role will be vital in maintaining high-quality performance and delivery while upholding our core values of trust, transparency, collaboration, customer focus, ownership, and value centricity. In addition you will support our Change and Release Management process. In this role you will be responsible for ensuring the smooth and efficient delivery of updates, upgrades, and new features across our diverse portfolio of applications and infrastructures. This includes managing communication, risk identification and mitigation, schedule adherence, downtime, decision gates, and release approvals. 

Your Role

Function 1: Incident Management (Primary)

  • Understand Klöckner’s business structure to align Incident resolution between all involved delivery teams. 
  • Manage the day-to-day activities of the incident management process 
  • Monitor and control the detection, recording, assignment, escalation, and resolution of incidents 
  • Manage Major Incidents during your periodical Manager On Duty shift 
  • Review incidents to check for quality and completeness 
  • Identify and initiate improvements for Incident and Major Incident processes 
  • Drive the efficiency and effectiveness of the incident management process 
  • Establish, monitor and report KPIs and SLAs 
  • Manage relationship to regional ITs, internal delivery units and different provider teams to ensure global Incident resolution at good quality 
  • Ensure that teams are briefed on incident management procedures and know their roles within them 
Function 2: Escalation Management (Primary)
  • Monitor and manage escalated tickets 
  • Manage communication with affected users and resolving delivery units 
  • Monitor user satisfaction trends and evaluate negative feedback for potential improvements 
  • Establish, monitor and report KPIs and SLAs 
  • Identify and initiate improvements 
Function 3: Change and Release Management (Secondary)
  • Coordinate with application teams to plan and schedule release activities, considering dependencies, resource availability, and business priorities 
  • Conduct risk assessments to identify potential issues or roadblocks, and develop mitigation strategies to minimize impact on project timelines and business operations 
  • Serve as the central point of contact for all change and release-related communications, both internally and externally, ensuring effective stakeholder management 
  • Facilitate decision gates and release approvals, working closely with relevant stakeholders to ensure alignment with organizational standards and best practices 
  • Monitor and track release progress, providing regular updates to the global delivery and operations manager and other key stakeholders 
  • Collaborate with the development, testing, and infrastructure teams to streamline and automate release processes, promoting continuous improvement and efficiency 
  • Champion the adoption of DevOps principles and agile methodologies within the change and release management function, driving a culture of collaboration and innovation 
  • Stay up to date with industry trends and emerging technologies related to change and release management, recommending relevant improvements or tools to enhance the overall process 
  • Provide leadership, guidance, and support to the change and release management team, fostering a positive work environment and promoting professional growth and development. 
  • Establish end-to-end test management processes and practices, ensuring proper test planning, execution, and documentation across all application releases 
  • Manage a change board to oversee change requests, assess their impact, and make informed decisions on whether to approve or reject them 
  • Collaborate with relevant stakeholders to establish release schedules and planning, taking into account dependencies, resource availability, and business priorities 
  • Develop and implement release reporting mechanisms to track key metrics, provide visibility into release progress, and support data-driven decision-making 
  • Coordinate incident management activities related to releases and changes, ensuring prompt identification, escalation, and resolution of any issues or disruptions 
Function 4: Other ITSM Disciplines
  • Support other processes like Problem Management, Knowledge Management, Asset Management and others. 
Your Profile and Qualifications

Must haves:

  • ITIL Foundation (or comparable) 
  • 3+ years with common ITSM suites on the market 
  • 5+ years in IT operations, Incident and Problem management 
  • Exceptional motivation, training and negotiation skills 
  • Strong self-starter and self-developer mentality 
  • Strong willingness to take over ownership and drive for results 
  • Professional English language skills 
  • Readiness to take the role of Manager on Duty with night shifts and on weekends 
Nice to have:
  • ITIL Practitioner 
  • Experience in infrastructure and/or application operations 
  • Professional German language skills 
Your Work Atmosphere and Perspectives

You report to the ITSM lead who report to the VP Global Infrastructure & Service Management. You work closely with all internal and external IT teams and providers. 

  • Hybrid with about 2 days onsite per week 
  • Preferred: Duisburg / from 2025: Düsseldorf 
  • Valid alternatives: Berlin and Remote 
About us

Klöckner & Co is one of the world's largest producer-independent steel and metal distributors and one of the leading steel service companies. Klöckner & Co serves over 90,000 customers through its distribution and service network with around 160 locations in 13 countries. By expanding its portfolio of CO2-reduced materials, services and logistics under the new umbrella brand Nexigen®, the company is underscoring its role as a pioneer of a sustainable steel industry. At the same time, as a pioneer of digital transformation in the steel industry, Klöckner & Co has set itself the goal of digitizing and largely automating its supply and service chain. In this way, the company aims to become the leading one-stop store for steel, other materials, equipment and processing services in Europe and America. In our Digital Hub kloeckner.i GmbH, we are bundling all projects geared to this under one roof. With currently 150 employees, we work hybrid at the Berlin and Duisburg sites.

  • IT Service Manager

    vor 2 Wochen

    Duisburg, Nordrhein-Westfalen, Deutschland kloeckner.i GmbH Vollzeit

    Join Our Team as an IT Onsite Support and Asset Manager at Klöckner & CoThe Digital, Information & Technology (DIT) team is dedicated to implementing and optimizing digital solutions across all domains. We are in search of a highly driven and seasoned individual to take on the role of IT Onsite Support and Asset Manager within our team. Your main...

  • IT-Service-Manager (m/w/d)

    vor 2 Wochen

    Duisburg, Nordrhein-Westfalen, Deutschland Duisburger Versorgungs- und Verkehrsgesellschaft mbH Vollzeit

    IT-Service-Manager (m/w/d) bei Duisburger Versorgungs- und Verkehrsgesellschaft mbH | softgardenView job here IT-Service-Manager (m/w/d)Vollzeit Duisburg, Deutschland Hybrid Mit Berufserfahrung Die Duisburger Versorgungs- und Verkehrsgesellschaft mbH ist das Dach, unter dem zahlreiche kommunalen Unternehmen in Duisburg zusammengefasst sind. Als...

  • IT-Service-Manager (m/w/d)

    vor 4 Wochen

    Duisburg, Deutschland Duisburger Versorgungs- und Verkehrsgesellschaft mbH Vollzeit

    IT-Service-Manager (m/w/d) bei Duisburger Versorgungs- und Verkehrsgesellschaft mbH | softgarden View job here IT-Service-Manager (m/w/d) Vollzeit Duisburg, Deutschland Hybrid Mit...

  • IT-Service-Manager (m/w/d)

    vor 2 Monaten

    Duisburg, Deutschland Duisburger Versorgungs- und Verkehrsgesellschaft mbH Vollzeit

    IT-Service-Manager (m/w/d) bei Duisburger Versorgungs- und Verkehrsgesellschaft mbH | softgarden View job here IT-Service-Manager (m/w/d) Vollzeit Duisburg, Deutschland Hybrid Mit...

  • IT-Service-Manager (m/w/d)

    Vor 4 Tagen

    Duisburg, Deutschland Duisburger Versorgungs- und Verkehrsgesellschaft mbH Vollzeit

    IT-Service-Manager (m/w/d) bei Duisburger Versorgungs- und Verkehrsgesellschaft mbH | softgarden View job here IT-Service-Manager (m/w/d) Vollzeit Duisburg, Deutschland Hybrid Mit...

  • IT Service Manager

    vor 4 Wochen

    Duisburg, Deutschland kloeckner.i GmbH Vollzeit

    Your Mission The Digital, Information & Technology (DIT) team is introducing and optimizing digital solutions in all areas. We are seeking a highly motivated and experienced IT Onsite Support and Asset Manager to join our team. In your role you will be responsible for all the processes and procedures at the local sites like onboarding and...

  • IT-Service-Manager (m/w/d)

    vor 2 Wochen

    Duisburg, Deutschland Duisburger Versorgungs und Verkehrsgesellschaft mbH Vollzeit

    Die Duisburger Versorgungs- und Verkehrsgesellschaft mbH ist das Dach, unter dem zahlreiche kommunalen Unternehmen in Duisburg zusammengefasst sind. Als Holding bündeln wir die Geschäftsfelder Mobilität, Versorgung und Services und verantworten vor allem die strategische Konzern- und Unternehmenssteuerung. So stellen wir sicher, dass die rund 4.500...

  • IT-Service-Manager (m/w/d)

    vor 2 Wochen

    Duisburg, Deutschland Duisburger Versorgungs und Verkehrsgesellschaft mbH Vollzeit

    Die Duisburger Versorgungs- und Verkehrsgesellschaft mbH ist das Dach, unter dem zahlreiche kommunalen Unternehmen in Duisburg zusammengefasst sind. Als Holding bündeln wir die Geschäftsfelder Mobilität, Versorgung und Services und verantworten vor allem die strategische Konzern- und Unternehmenssteuerung. So stellen wir sicher, dass die rund 4.500...

  • IT-Service Desk Mitarbeiter

    vor 4 Wochen

    Duisburg, Deutschland BG Kliniken - IT Services gGmbH Vollzeit

    BG Kliniken IT-Services gGmbH IT Service Management Vollzeit , am Standort Duisburg, zum nächstmöglichen Zeitpunkt, unbefristet IT-Service Desk Mitarbeiter (m/w/d) An 13 Standorten in ganz Deutschland versorgen in den BG Kliniken über 15.000 Fachkräfte verschiedenster Berufsgruppen mehr als 525.000 Patientinnen und Patienten pro Jahr. Dabei finden...

  • IT-Service Desk Mitarbeiter

    vor 1 Monat

    Duisburg, Deutschland BG Kliniken - IT Services gGmbH Vollzeit

    BG Kliniken IT-Services gGmbH IT Service Management Vollzeit , am Standort Duisburg, zum nächstmöglichen Zeitpunkt, unbefristet IT-Service Desk Mitarbeiter (m/w/d) An 13 Standorten in ganz Deutschland versorgen in den BG Kliniken über 15.000 Fachkräfte verschiedenster Berufsgruppen mehr als 525.000 Patientinnen und Patienten pro Jahr. Dabei finden...

  • IT-Service Desk Mitarbeiter

    vor 1 Monat

    Duisburg, Deutschland BG Kliniken - IT Services gGmbH Vollzeit

    BG Kliniken IT-Services gGmbH IT Service Management Vollzeit , am Standort Duisburg, zum nächstmöglichen Zeitpunkt, unbefristet IT-Service Desk Mitarbeiter (m/w/d) An 13 Standorten in ganz Deutschland versorgen in den BG Kliniken über 15.000 Fachkräfte verschiedenster Berufsgruppen mehr als 525.000 Patientinnen und Patienten pro Jahr. Dabei finden...

  • Head of IT Service Management

    vor 4 Wochen

    Duisburg, Deutschland kloeckner.i GmbH Vollzeit

    Your Mission The Digital, Information & Technology (DIT) team is introducing and optimizing digital solutions in all areas. As a member of the DIT Governance, you ensure our services match the value reception of our business globally and our processes are lean, robust, automated and lived. As the manager of the ITSM team you will be...

  • IT Project Manager

    vor 1 Monat

    Duisburg, Deutschland SYNCREON Vollzeit

    Did you earn your stripes in Project Management for large IT projects in a customer focussed role preferably within a contract logistics environment ? Are you the experienced IT Project Manager we are looking for that can interface between the customer and our technical team in terms of Applications Development and Infrastructure projects? Are you eager...

  • IT Project Manager

    vor 4 Wochen

    Duisburg, Deutschland SYNCREON Vollzeit

    Did you earn your stripes in Project Management for large IT projects in a customer focussed role preferably within a contract logistics environment ? Are you the experienced IT Project Manager we are looking for that can interface between the customer and our technical team in terms of Applications Development and Infrastructure projects? Are you eager...

  • IT-Service Desk Mitarbeiter

    vor 1 Monat

    Duisburg, Nordrhein-Westfalen, Deutschland BG Kliniken - IT Services gGmbH Vollzeit

    BG Kliniken IT-Services gGmbH IT Service Management Vollzeit , am Standort Duisburg, zum nächstmöglichen Zeitpunkt, unbefristet IT-Service Desk Mitarbeiter (m/w/d) An 13 Standorten in ganz Deutschland versorgen in den BG Kliniken über 15.000 Fachkräfte verschiedenster Berufsgruppen mehr als 525.000 Patientinnen und Patienten pro Jahr. Dabei finden...

  • IT Project Manager

    vor 1 Monat

    Duisburg, Deutschland syncreon America Inc Vollzeit

    Did you earn your stripes in Project Management for large IT projects in a customer focussed role preferably within a contract logistics environment? Are you the experienced IT Project Manager we are looking for that can interface between the customer and our technical team in terms of Applications Development and Infrastructure projects? Are you eager to...

  • IT Project Manager

    vor 4 Wochen

    Duisburg, Deutschland syncreon America Inc Vollzeit

    Did you earn your stripes in Project Management for large IT projects in a customer focussed role preferably within a contract logistics environment? Are you the experienced IT Project Manager we are looking for that can interface between the customer and our technical team in terms of Applications Development and Infrastructure projects? Are you eager to...

  • IT Administrator Service Desk

    vor 2 Wochen

    Duisburg, Nordrhein-Westfalen, Deutschland Talentim GmbH Vollzeit

    IT Administrator Service Desk / Onsite Support (m/w/d) Für unseren Kunden, ein weltweit agierendes Logistikunternehmen, suchen wir zum nächstmöglichen Zeitpunkt einen IT Administrator Service Desk / Onsite Support (m/w/d) für Duisburg im Rahmen der Direktvermittlung.Bei Ihrem neuen Arbeitgeber erwartet Sie:Jahresgehalt von bis EUR27 Tage...

  • It-applikationsmanager Für Klinische Anwendungen

    Vor 2 Tagen

    Duisburg, Nordrhein-Westfalen, Deutschland BG Kliniken - IT Services gGmbH Vollzeit

    BG Kliniken IT-Services gGmbH Klinische Anwendungen Vollzeit zum nächstmöglichen Zeitpunkt, unbefristet IT-Applikationsmanager für klinische Anwendungen (m/w/d) am Standort Duisburg An 13 Standorten in ganz Deutschland versorgen in den BG Kliniken über Fachkräfte verschiedenster Berufsgruppen mehr als Patientinnen und Patienten pro Jahr . klicken...

  • IT Systemadministrator

    vor 2 Wochen

    Duisburg, Nordrhein-Westfalen, Deutschland Ardekay IT Recruitment Vollzeit

    BeschreibungAls System- und Netzwerkadministrator bist du für die reibungslose Funktionsweise und Weiterentwicklung der IT-Infrastruktur verantwortlich. Dazu gehört die Verwaltung der Serverlandschaft mit Windows- und Linux-Maschinen sowie des hybriden Microsoft 365 Active Directory Umfelds. Du arbeitest eng mit dem Entwicklerteam zusammen, um...