Your Impact
You will bring discipline, control, and transparency to IT Service Operations—ensuring stable, reliable service delivery in a complex, multi-vendor environment.
This role is critical to reducing service disruption, strengthening accountability, and restoring trust in IT performance at scale.
What You Will Drive
End-to-end governance of Incident, Major Incident, and Problem Management
A consistent and enforced operational governance model across internal teams and external providers
Clear accountability and escalation structures for service disruptions
Transparent performance management through meaningful, outcome-focused KPIs (e.g., MTTR, recurrence)
A structured service improvement pipeline targeting root causes—not symptoms
Strong vendor adherence to operational standards and service expectations
How You Will Make a Difference
Reduce recurring incidents through rigorous Problem Management and root cause elimination
Ensure high-quality, controlled handling of major incidents under pressure
Create full transparency on service performance, risks, and systemic issues
Drive continuous improvement through disciplined follow-up and governance of incident reviews
Enable Service Delivery and leadership teams with actionable operational insights—not just data
Introduce discipline and consistency into a historically fragmented operational landscape
What You Bring
Extensive experience in IT Operations and IT Service Management
Strong expertise in Incident, Major Incident, and Problem Management governance
Proven track record in multi-vendor, outsourced environments
Ability to lead in high-pressure situations and drive structured, fact-based decisions
Strong analytical and risk-based mindset
Excellent stakeholder and vendor management skills with the ability to enforce standards and drive accountability
Why Join Us
Take ownership of a mission-critical function ensuring IT stability at scale
Play a key role in transforming IT operations toward discipline, transparency, and accountability
Operate in a high-visibility role with direct impact on business continuity
Shape how operational excellence is defined and enforced globally
Be part of a cultural shift toward performance, ownership, and collaboration
Apply now and help us shaping #FutureFresenius