IT Service Operations Manager RTA

Are you ready for your next step? Do you have a strong background in IT Service Management and experience improving IT operations through reporting, tooling and automation?

As our IT Service Operations Manager – Reporting, Tooling & Automation (RTA), you are responsible for strengthening and standardising IT Service Management across our global IT environment. You ensure that processes such as incident, change, problem and event management run effectively and support stable, reliable IT services.

At the same time, you improve reporting and monitoring capabilities and introduce automation and AI solutions in line with our AIOps roadmap. Your focus is on making Global IT operations more transparent, predictable and efficient.

What you will do

• Take ownership of Incident, Change, Problem and Event Management and ensure these processes are consistently applied across the organisation.
• Monitor service performance and manage SLAs with internal teams and external managed service providers.
• Lead the execution of the AIOps roadmap, introducing improved reporting, automation and AI-based solutions where they add measurable value.
• Ensure a reliable and up-to-date CMDB that supports effective service management and decision-making.
• Improve end-to-end monitoring and strengthen observability across applications and infrastructure.
• Analyse incident and problem trends and translate insights into structural improvements.
• Identify and implement tooling improvements that increase efficiency and reduce manual effort.
• Drive automation of recurring operational tasks to improve stability and scalability.
• Work closely with IT teams, vendors and business stakeholders to align service expectations and priorities.
• Safeguard compliance with internal standards, governance frameworks and relevant regulations.

What you will bring

• Solid experience in IT Service Management and IT operations
• Strong understanding of ITSM processes (Incident, Change, Problem, Event)
• Experience with reporting, automation and monitoring/observability
• Affinity with AIOps and AI-driven service improvements
• Experience in Agile environments (Scrum/Kanban)
• Project management knowledge (PMBOK, Prince2 or similar)
• Strong communication and stakeholder management skills
• Bachelor’s or Master’s degree in IT, Computer Science or related field

Are you our candidate?

You enjoy working at the intersection of IT service management, automation and emerging AI technologies. You take ownership of processes, look for ways to make operations more efficient, and aren’t afraid to challenge the status quo. You can translate complex IT operations into clear insights, keep stakeholders aligned, and ensure services run smoothly day-to-day.

We are looking for someone who combines hands-on ITSM expertise with a practical mindset for tooling, monitoring and automation—someone who can improve how we work today while building smarter operations for tomorrow. If that sounds like you, this is the role where you can make a real impact.