IT Junior Service Manager (L2) – Support

About the role

We are looking for an IT Junior Service Manager (L2) to ensure service continuity and high customer satisfaction across our multinational environment. You will act as the single point of contact for stakeholders, handling incidents, requests and service enhancements.

Key responsibilities

• Support the Senior Service Manager and coordinate a multidisciplinary IT support team.
• Own end‑to‑end incident and request management in ServiceNow, including prioritisation, dispatch, backlog maintenance and SLA‑driven resolution.
• Plan and manage on‑call and extra‑hours support models and overall team capacity.
• Lead complex incident resolution by collaborating with stakeholder teams.
• Prepare weekly and monthly operational reports with metrics, SLA compliance and action plans.
• Standardise procedures, maintain documentation and update the ServiceNow knowledge base.
• Perform hands‑on incident resolution (approximately 20% of time).

Required profile

• Bachelor’s degree in Engineering, Computer Systems or related field.
• ITIL Foundation certification.
• Proven L2 IT support experience, preferably in an automotive sales environment.
• Fluent English (reading, writing, speaking); German is a plus.
• Strong problem‑solving, communication and client‑management skills.

Required skills

• ServiceNow (incident, problem, request, knowledge base, change management).
• Salesforce and other CRM systems.
• Monitoring tools such as DataDog.
• Ticketing systems (e.g., Remedy, JIRA).
• Reporting tools (Power BI, CISM, DWH).
• Basic knowledge of mainframe environments.
• Understanding of Service Level Agreements (SLAs).

What we offer

• 60 % mobile (remote) work.
• 30 days of annual leave.
• Annual training plan for professional development.