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 the development of Ticket Management and IT processes within complex Enterprise environments. Collaborate with teams to enhance internal operational efficiency.

Responsibilities

• In this exciting interface role, you will work together with our business and leadership teams to shape the operational and strategic development of our ticket management and internal IT processes in a complex enterprise environment.
• You will take independent responsibility for planning, controlling, and implementing internal projects within the enterprise environment.
• You coordinate resources, dependencies, schedules, and deliverables—always with a focus on efficiency and quality.
• You analyze, document, and optimize existing technical and organizational processes together with the specialist teams.
• You identify improvement opportunities and implement practical solutions.
• You contribute best practices and actively drive the continuous development of our process landscape.
• You support the department leadership in preparing strategic topics—e.g., project portfolios or decision papers.
• You evaluate project metrics and derive well-founded recommendations for management.
• You are responsible for central ticket management in our "Server & Infrastructure" area—from intake to assignment.
• You handle 1st-level requests independently or escalate more complex issues to the responsible contacts (all genders) in 2nd level.
• You monitor ticket processing according to ITIL standards and ensure its quality.
• In the event of an incident, you identify and activate the necessary resources.
• You take responsibility for monitoring all incidents and service requests in your areas of expertise.
• You further develop ticket-handling processes and systematically identify weaknesses.

Requirements

• Ideally, you have completed vocational training as an IT Specialist (System Integration) (all genders), or as a career changer have gained 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 the management and coordination of innovation projects—in alignment with different 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 issues.
• You demonstrate strong customer orientation and a pronounced service mindset.
• You enjoy coordinating and see tasks through until they are resolved.
• You are fluent in German, both written and spoken, and have good English skills.

Benefits

• Individual onboarding with a personal mentor—you won't be thrown in at the deep end.
• No two days are the same: challenging, varied, and autonomous—but never boring.
• Flat hierarchies instead of bureaucratic detours. Speak directly.
• Flexibility as you need it: hybrid work, flexible hours, additional vacation days—this is our reality.
• Modern, well-equipped offices: height-adjustable desks, two monitors, quiet rooms and open spaces—however you prefer.
• Bike leasing (JobRad) & team spirit: whether road bike or e-bike—we arrange your new ride. And yes, we celebrate sports together (including sponsorship!).
• Retirement provision? We offer it, generally with employer contributions.
• Our corporate benefits invite you to shop and enjoy experiences.