General Information

Position
IT Service Associate Manager - Incident Management
Work arrangement
Full-time
City
Sarajevo
Country
Bosnia-Herzegovina
Department
Business Services Center (PL)
Team
Information Technology
Area of interest
IT - Development, IT - Services, Project & Programme Management
Way of work
Hybrid

Description & Requirements

Who we are looking for
The IT Service Associate Manager ensures the efficient and effective delivery of IT services within the organization. 
Acting as a key liaison between technology and business teams, the IT Service Associate Manager focuses on maintaining seamless service operations in the areas of Incident Management, Major Incident Management, and Service Request Fulfillment. 

This role requires a balance of leadership, problem-solving, communication, and organizational skills to ensure services meet established standards and customer expectations. Continuous improvement of processes, fostering collaboration, and ensuring adherence to ITIL best practices are central to this position

Your Responsibilities:
  • Ensure timely resolution of incidents and escalations, minimizing business impact and coordinating cross-functional teams as needed.
  • Lead responses to major incidents, ensuring clear communication, root cause analysis, and implementation of preventive measures.
  • Oversee efficient service request fulfillment, driving process improvements and automation where possible.
  • Ensure compliance with ITIL processes, organizational standards, and audit requirements.
  • Collaborate with IT Operations, Engineering, and stakeholders to maintain service integration. Collaborate with team leads and management to align service goals with business objectives.
  • Identify and implement service optimizations by analyzing KPIs and enhancing user experience.
  • Maintain accurate process documentation and promote knowledge sharing within the team.
  • Act decisively during crises to restore normal operations and minimize disruptions.
Your Activities
  • Conduct regular status reviews of incident and service request queues, initiating corrective actions when necessary.
  • Facilitate post-incident reviews and document lessons learned.
  • Lead training and awareness sessions on incident and service request processes for team members.
  • Support the onboarding of new employees, ensuring they understand service management workflows.
  • Monitor Service Desk performance metrics (e.g., response times, resolution rates). Analyze patterns and trends of outages and disruptions (e.g., root cause analysis) to identify potential future issues and ensure continuous service availability.
Your future role
  • Strong communication and stakeholder management skills.
  • German and English at minimum B2 level (very good written and spoken skills) to collaborate with demanding target groups.
  • Proactive and structured approach to problem-solving. Crisis management and decision-making capabilities.
  • Degree in Business Informatics, Computer Science, or a comparable field, with several years of relevant professional experience in Service Management.
  • Solid knowledge of common standards and methodologies in ITIL-based Service Management within complex organizations.
  • Practical experience in active Service Management of central ITSM processes such as Incident/Problem/Request Management and a strong understanding of processes.
  • Knowledge and efficient usage of ServiceNow and MS PowerBI (or alternative platforms)
  • Structured and independent working style, ownership mentality, creativity, and an agile mindset, along with organizational skills and the ability to work in interdisciplinary teams.
What we offer
  • Comprehensive Health Insurance for inpatient and outpatient treatment,
  • International Travel Insurance for travel insurance during business and private trips abroad,
  • Employee Assistance Program (EAP) for phone consultations, covering legal, financial, and mental health advice to support you whenever needed,
  • Unrestricted access to LinkedIn Learning and Udemy courses as well as diverse training and development prospects,
  • Baby Bonus and Compassionate Support Benefit,
  • Up to 10 days of study leave per year for exam preparation, exam taking, and obtaining professional licenses,
  • Flexible working model (3 days from the office + 2 days working from home),
  • Access to the benefits platform that allows you to independently choose the benefits you want (wellness & spa, tourism, sports, culture, entertainment, interior design, furniture, technology, clothing, restaurants, etc.),
  • Celebration of important dates, such as Appreciation Day, employee birthdays, and New Year's, with gifts and celebrations
  • Possibility to get additional extraordinary Bonuses such as Referral Bonus, Sales & Cross - Sales Bonus, Bonuses for obtaining a professional license, awards for the best employees,
  • Extensive experience from working across multiple offices.
Selection process
Apply and create your future with us!

If your resume is of interest to us, the recruitment will consist of several stages:

1. Short online interview with Recruiter.
2. Interview/s with member/s of the team.

You will receive feedback regardless of process result.

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