Hybrid Ticket and Process Manager – IT Enterprise

at DATAGROUP

• Job title: Ticket and Process Manager – IT Enterprise
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Professional Certificate
• Location requirements: Hybrid, Nurnberg, Germany

About the role

• Manage ticket and process management in IT Enterprise field. Facilitate operational and strategic development in a complex environment with various teams.

Responsibilities

• In this exciting interface role you will work with our specialist and management teams to shape the operational and strategic development of our ticket management and internal IT processes within a complex enterprise environment.
• You will act as the central link between day-to-day operations and long-term objectives, making a decisive contribution to the advancement of our IT infrastructure.
• Project & Process Management: You will independently plan, manage and implement internal projects in the enterprise environment. You will coordinate resources, dependencies, schedules and deliverables — always with a focus on efficiency and quality.
• You will analyze, document and optimize existing technical and organizational processes together with the specialist teams.
• You will identify improvement opportunities and implement them in a pragmatic way.
• You will bring in best practices and actively drive the continuous development of our process landscape.
• You will support the department management in preparing strategic topics — e.g. project portfolios or decision papers.
• You will evaluate project metrics and derive well-founded recommendations for management.
• Ticket Management: You will be responsible for the central ticket management in our “Server & Infrastructure” area — from intake to assignment. You will handle inquiries at 1st Level independently or escalate more complex issues to the responsible contacts (all genders) at 2nd Level.
• You will monitor ticket handling according to ITIL standards and ensure quality.
• You will identify and activate the necessary resources in case of incidents.
• You will take responsibility for monitoring all incidents and service requests in your areas of expertise.
• You will further develop ticket-handling processes and systematically identify weaknesses.

Requirements

• Ideally, you have completed vocational training as an IT specialist (Fachinformatiker) with a focus on system integration, or as a career changer (all genders) you have gained several years of professional experience in IT support.
• You have broad knowledge in the IT infrastructure domain, ideally with a focus on virtualization, servers or storage.
• You have initial experience in managing and coordinating innovation projects — in cooperation with various technical teams.
• You have good ITIL knowledge and ideally hold a certification (or are willing to obtain one during your employment with us).
• You enjoy working with processes and analyzing complex issues.
• 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

• A tailored onboarding with a personal mentor — you won’t be thrown into the deep end.
• No day is the same: challenging, varied, responsible — but never boring.
• Flat hierarchies instead of procedural red tape. Just say it directly.
• Flexibility as you need it: hybrid working, flexible hours, additional vacation days — this is our reality.
• Modernly equipped offices: height-adjustable desks, dual monitors, quiet areas and open spaces — whatever you prefer.
• JobRad & team spirit: whether road bike or e-bike — we’ll arrange your new ride. And yes, we celebrate sports together (including sponsorship!).
• Pension plan? We have one, generally with employer contribution. Well prepared for the future.
• Our corporate benefits invite you to shop and experience.