Lead Media Operations team at pilot Hamburg, preparing and controlling online campaigns. Driving innovation and team development in digital media strategies with a focus on effective campaign management.
About the role
- IT Service Operations Manager leading IT service management and improving service quality at Parts Town. Collaborating with various stakeholders to enhance operational stability and user experience.
Responsibilities
- Lead the design, implementation, and continuous improvement of IT service management processes
- Ensure IT services are delivered efficiently, reliably, and in alignment with business objectives
- Partner with Infrastructure, Applications, Cybersecurity, and Business stakeholders to improve service quality, operational stability, and end-user experience
- Own and govern core ITIL processes including incident management, problem management, change management, service request management, configuration management (CMDB), knowledge management
- Establish KPIs and SLAs for all IT services
- Drive adherence to service governance standards
- Monitor and improve service performance metrics (MTTR, SLA compliance, backlog trends)
- Lead root cause analysis for major incidents
- Chair Change Advisory Board (CAB)
- Optimize ticket workflows and automation
- Administer and optimize ITSM platform
- Translate business requirements into service delivery models
- Conduct service reviews with stakeholders
- Identify automation opportunities
- Provide coaching and performance management
Requirements
- 5+ years in IT Service Management or IT Operations
- 3+ years in leadership or management role
- ITIL v3 or ITIL 4 certification (required or strongly preferred)
- 5+ years of experience managing ITSM platforms
- Strong understanding of IT infrastructure and application support models
- Bachelor’s degree in information technology, Business, or related field
- Experience in distribution or logistics environments (bonus)
- Familiarity with ERP/WMS systems and experience supporting multi-site operations (bonus)
- Experience with SLA governance and executive reporting (bonus)
Benefits
- Quarterly profit-sharing bonus
- Hybrid Work schedule
- Team member appreciation events and recognition programs
- Volunteer opportunities
- Monthly IT stipend
- Casual dress code
- On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
- Health insurance
- 401k/401k match
- Employee assistance programs
- Time away
Job title
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Experience level
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Degree requirement
Tech skills
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