T3 Process Manager – Local Platform Operations (Full remote - Europe)

T3 Process Manager – Local Platform Operations

🏛️ About the Role

We are looking for a senior T3 Process Manager to join its Local Operations Germany team in Berlin. In this role, you will own the day-to-day management of core ITSM processes for the EDP Platform — a cloud-native, hybrid platform built to provide software product teams with self-service capabilities across the energy sector. You will be the operational backbone ensuring that Incident, Change, Problem, Service Request and Knowledge processes run consistently and effectively across T2/T3 and product stakeholders, supporting production business applications for 50Hertz.

🛠️ Key Responsibilities

• Coordinate the execution of core ITSM processes (Incident, Major Incident, Problem, Change, Service Request, Knowledge) across T2/T3 and product stakeholders to ensure consistent end-to-end handling.

• Triage and steer work in ITSM queues: validate completeness, assign and route to the right resolver group, ensure correct categorization, priority/urgency, and customer impact statements.

• Ensure operational discipline in ticket handling: timely updates, stakeholder communication, correct status progression, and quality closure including linking of related incidents, problems and changes.

• Orchestrate Major Incident execution: ensure roles are assigned, communications are running, timelines are captured, follow-ups are created, and PIR/RCA actions are tracked to completion.

• Coordinate change execution: ensure requests are correctly raised, risk and impact are documented, approvals obtained, schedules respected, implementation evidence captured, and outcomes recorded.

• Manage problem flow: ensure recurring incidents are converted into problems, RCA ownership is assigned, problem records are updated, and corrective actions are tracked and communicated.

• Manage Service Request operations: ensure request types are used correctly, SLAs are met, fulfillment is tracked, escalations are handled, and recurring requests are optimized or automated.

• Ensure knowledge articles are created and updated from incidents, problems and changes; review content quality and link articles to tickets for reuse.

• Monitor and manage operational SLAs/OLAs: identify breaches early, trigger escalations, and coordinate recovery actions.

• Provide short operational status summaries and run planned operational cadences (daily ticket health checks, change coordination touchpoints, backlog reviews).

• Identify, define and manage continuous service improvement initiatives.

✅ Mandatory Experience

• 5+ years in ITSM / Service Management / Operations Excellence roles (Process Manager, Service Delivery, Ops Enablement, or equivalent) with demonstrated leadership in mission-critical environments.

• Hands-on experience managing Incident, Change, and Problem processes in a production environment, preferably mission-critical.

• Proven experience running governance routines (CAB, PIR, Problem Review) and driving measurable outcomes.

• Strong understanding of modern platform operations (Kubernetes/containers, automation, observability, basic infrastructure: compute, storage, network) sufficient to govern specialists.

• Experience defining process KPIs, building dashboards, and leading continuous improvement initiatives.

🌐 Languages

• English — minimum C1 CEFR level, spoken and written. Mandatory.

• German — minimum C1 CEFR level, spoken and written. Mandatory.

⭐ Preferred Experience

• Experience operating in regulated or high-availability industries (banking, telco, public sector, healthcare, automotive).

• Experience with SRE practices (SLOs/SLIs, error budgets) and reliability management.

• Platform delivery concepts: GitOps and IaC awareness (Terraform/OpenTofu, ArgoCD, Helm) to govern deployment and readiness standards.

• Experience with operating models spanning T1/T2/T3 and product/engineering teams.

📍 Location & Work Model

• Remote from Europe - Occasional travel required.

• Full-Time