IT Service Manager | f/m/d

- being responsible for global end-to-end enterprise backup and restoring services in our hybrid environments - ensuring availability, integrity and performance of our existing backup and restoring solutions - operating and enhancing backup platforms including Dell Data Protect, Commvault and IBM Spectrum Protect and other enterprise grade backup and recovery tools - managing integrations with storage and hardware vendors - overseeing service delivery in cooperation with external service providers - managing incidents, problems and changes in line with ITIL processes - preparing and maintaining documentation, reports and dashboards for technical and management audiences - ensuring compliance with local and international regulatory requirements (e.g. GDPR, Dora, data retention laws and industry standards) - supporting internal and external audits by preparing documentation and evidence - providing, consulting and guiding stakeholders on backup, restore and disaster recovery strategies - enabling service restoration incl. classification, prioritization and documentation of major incidents by driving task forces and communication of results according to global process guidelines - tracking delivery issues and identified mitigating actions across IT Services, IT Providers and other IT Units derived from Incident- and Problem records - managing and monitoring operational key metrics (SLAs, KPI trends) and identification of adjustments from a customer resp. user perspective - communicating with stakeholders of major incidents, Senior stakeholder management experience - providing thought leadership to enable process improvement