Manager overseeing assessment and improvement of Welfare and Self - Reliance products and services. Ensures impactful delivery of humanitarian efforts worldwide with an emphasis on strategic evaluation and reporting.
About the role
- IT Process Manager developing and optimizing ticket management and IT processes in enterprise settings. Collaborating with internal teams to enhance operational efficiency and quality of service.
Responsibilities
- In this exciting interface role, you will work together with our business and leadership teams to drive the operational and strategic development of our ticket management and internal IT processes in a complex enterprise environment.
- You will take full responsibility for planning, managing and implementing internal projects within the enterprise domain.
- You will coordinate resources, dependencies, schedules and deliverables — always with an eye on efficiency and quality.
- You will analyze, document and optimize existing technical and organizational processes together with the business teams.
- You will identify improvement potentials and implement them in a practical way.
- You will evaluate project metrics and derive well-founded recommendations for management.
- You will be responsible for central ticket management in our “Server & Infrastructure” area — from intake to distribution.
- You will monitor ticket handling according to ITIL standards and ensure its quality.
- In incident situations, you will identify and activate the necessary resources.
Requirements
- Ideally you have completed vocational training as an IT specialist with a focus on system integration, or as a career changer you have several years of professional experience in IT support.
- You possess broad knowledge in the IT infrastructure domain, ideally with a focus on virtualization, servers or storage.
- You have initial experience in steering and coordinating innovation projects — in alignment with various technical teams.
- You have good ITIL knowledge and ideally hold a certification (or are willing to obtain one as part of your role with us).
- You enjoy working with processes and analyzing complex matters.
- You demonstrate strong customer orientation and a pronounced service mindset.
- You like coordinating and follow tasks through until they are resolved.
- You are proficient in German (written and spoken) and have good English skills.
Benefits
- Individual onboarding with a personal mentor — you won’t be thrown into the deep end.
- No day is the same: challenging, varied, autonomous — but never boring.
- Flat hierarchies instead of bureaucratic channels. Say it directly.
- Flexibility as you need it: hybrid work, flexible hours, additional vacation days — this is our practice.
- Modernly equipped offices: height-adjustable desks, two monitors, quiet zones and open spaces — just the way you like it.
- JobRad & team spirit: whether road bike or e-bike — we take care of your new ride. And yes, we celebrate sports together (including sponsorship!).
- Retirement provision? We have one, generally with an employer contribution.
- Well prepared for the future.
- Our corporate benefits invite you to shop and enjoy experiences.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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