We are Loh Services. Organisational experts, business partners, information HQ and service centre. Part of the Friedhelm Loh Group. Family-owned business, global player, leading innovator and top employer.
IT Incident Manager (m/f/d) global Service Operations Control
Loh Services • Haiger
Loh Services
Haiger
Hybrid (On Site / Home Office)
We are looking for an experienced Incident Manager who can drive our incident processes forward and resolve IT incidents quickly, with minimal impact on business operations. In this role, you will handle escalations, communicate confidently with all stakeholders, and promote the continuous development of our incident and problem management practices – working closely with international support teams.
We are looking for an experienced Incident Manager who can drive our incident processes forward and resolve IT incidents quickly, with minimal impact on business operations. In this role, you will handle escalations, communicate confidently with all stakeholders, and promote the continuous development of our incident and problem management practices – working closely with international support teams.
Tasks
- Responsibility for the end-to-end incident management process
- Monitoring and reporting on queue status, including SLAs/OLAs
- Early detection and escalation of backlogs and capacity risks
- Facilitating IT Champion meetings to ensure transparency and performance
- Management and quality assurance of the external service desk provider with regard to standards, processes and reporting requirements
- Preparation of weekly updates (priorities, process updates, expectations) for the service provider
- Creation and maintenance of work instructions
- Close collaboration with problem management to reduce recurring incidents
Profile
- Completed technical or commercial training and experience in IT operations and service management (incident management) at a global level
- Knowledge of ITIL v4 processes and frameworks (particularly incident and problem management)
- Knowledge of ITSM tools (Jira Service Management, ServiceNow)
- Understanding of technical interrelationships (hardware, software, infrastructure)
- Ability to communicate effectively with various stakeholders
- Good command of German and English (B2 level)
- Goal-oriented approach to work across departmental boundaries
What we offer
30 days’ holiday
Holiday pay and Christmas bonus
Opportunities for personal growth
Flexible and mobile working
Regional childcare facilities during school holidays
Bike Leasing
Pension benefits
Corporate Benefits
Free parking and good transport links
Subsidised canteen (selected locations)
Contact person
Sounds interesting?
Apply nowOur application process
Online application
You can apply for your prospective job in just a few clicks using our online form. Simply upload your CV and any other relevant documents that you wish to include. You will then receive a confirmation email from us.
Review of your documents
Now it’s over to us: We will review your application fairly and get back to you as soon as possible by email or phone. It is very important to us to review each application carefully and with due consideration. To that end, our response time may vary depending on the number of applications that we receive
Getting to know each other
We look forward to learning more about you and invite you to an initial meeting – either virtually or on site. If it’s a good fit for both parties, we typically will follow this up with further conversations to discuss any outstanding questions or issues.
Contract offer
If we are both convinced that it is the right fit, we will put everything in place ready for you to join us and send you your offer and personal contract. And then, all that remains to say: Welcome to the Friedhelm Loh Group!
What our colleagues have to say
Jan Honnef
Group Leader, “End User Service – Remote Support Client” at Loh Services
Delivering rapid support whenever colleagues are experiencing technical difficulties with their computers, printers and other devices.
