Position Overview
Are you ready to drive operational excellence and transform IT services on a global scale? We’re seeking an experienced IT Service Operations Manager to oversee, optimize and streamline our IT infrastructure services and global Service Desk. In this pivotal role, you’ll implement best practices in a multi-provider environment, ensuring stable, SLA-compliant services and leveraging AI and automation to create an adaptive, proactive, and cost-efficient operation.
What you will do
- Ensure SLA compliance and high-quality service delivery from external providers
- Manage Incident and Request processes, including Major Incident coordination
- Conduct regular service reviews, performance reporting, and continuous improvement initiatives
- Deliver trend analysis, root cause analysis (RCA), and sustainable fixes
- Drive Shift-Left, AI & automation: self-service, standard requests, runbook and SOP quality
- Optimize cost and performance: volume, unit costs, capacity, contract adjustments
- Oversee daily IT operations across Network, Workplace, Datacenter, and Cloud services
- Maintain and continuously improve comprehensive service documentation, including up-to-date process descriptions, runbooks, SOPs, and standardized KPI reporting
- Ensure all operational processes are clearly documented, structured, and accessible for both internal teams and external partners
- Foster a culture of transparency and accountability by standardizing documentation and reporting practices across all service domains
What we require
- At least 5 years’ experience in a similar role
- Strong knowledge of ITIL practices (Incident, Request, Change, Problem, Supplier & Service Level Management)
- Proven ability in SLA/KPI management and supplier governance, including KPI/SLA design, trend and root cause analysis
- Solid understanding of contracts and sourcing (SLAs, OLAs, credits)
- Excellent communication and escalation skills (technical and executive level)
- Previous experience with ServiceNow (preferred) and reporting tools
What we offer
- Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust
- Attractive remuneration package
- Opportunity for flexibility with a hybrid working model
- Home office allowance
- 25 days paid annual leave
- Additional health insurance
- Employee Assistance Program (Mental Health, Legal & Financial Counselling)
- 102,26 EUR Food vouchers
- Public transportation card
- Optional parking space
- Multisport card
- Language training opportunity
- Employee referral program
- Brand new modern office premises in a class A business building
- Fresh fruits in the office
- Training and mentorship programs
- Access to over 15,000 LinkedIn Learning courses to assist in your professional development
Who we are
We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.
Work in a place where you matter – apply now!