Customer Incident & Service Process Manager (m/f/d)

DE05 CGM SE & Co. KGaA; Koblenz; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Mobile working two days a week

On-site Koblenz office

In-house academy

Healthy meals in canteen & gym

Daycare on CGM campus

Corporate benefits & pension

Job bike

Job summary

CGM SE & Co. KGaA seeks an experienced Incident Manager to own the end-to-end incident lifecycle, from intake to resolution, across support, product, and engineering.

You will analyze data to uncover root causes, implement playbooks, and lead governance forums to reduce recurrence and improve customer satisfaction. You will collaborate across teams, design processes, and drive blameless postmortems, ensuring clear ownership and timely actions in a complex software environment, with opportunities

Qualifications

• Several years of experience in Customer Support Operations, Service Management, or IT Service Delivery in complex software environments.
• Ability to map, document, and redesign end-to-end service processes for clarity and improvability.
• Strong analytical mindset; identify patterns and distinguish symptoms from root causes.
• Experience collaborating with Support, Product Management, and Engineering across stakeholders.
• Familiarity with ITSM tools such as ServiceNow and Jira.
• Experience with customer SLAs, escalation management, and data-driven service quality steering.
• Experience establishing and running governance frameworks like incident reviews and postmortems.

Responsibilities

• Own the end-to-end incident process: map, document, and improve lifecycle from intake to closure.
• Detect and act on customer impact patterns and coordinate timely responses across teams.
• Connect the dots across Support, Product, and Engineering to ensure efficient resolution.
• Analyze incident data to identify recurring patterns and root causes, driving permanent fixes.
• Lead the Incident Review Board with governance and measurable cycle times under 14 days.
• Build and maintain playbooks for frequent incident scenarios.
• Drive structured postmortems with clear ownership and verification of resolution.

Skills

Customer Support Ops

Process mapping

Analytics

Cross-functional collaboration

ITSM tools

SLA & Escalation

Governance & postmortems

Tools

ServiceNow

Jira

Job description

As a leading provider of software solutions for healthcare, we operate in 19 countries and employ nearly 9,000 dedicated professionals. You will work in a dynamic and innovative environment, filled with exciting opportunities. With your commitment and passion, you’ll have the chance to make a lasting impact. CGM Leverages AI: We are looking for people who are inspired by the power of AI in eHealth, eager to shape transformation, and curious at heart - ready to see how technology can make healthcare smarter, easier, and better. Together, we are shaping the future of healthcare. Become part of our mission and make a difference - for a world where knowledge saves lives!

In this role, you are responsible for the end-to-end experience of our customers in support and service, from the first contact to the final resolution. You don’t just look at individual touchpoints, but at the entire journey: intake, routing, processing, resolution, and feedback. The ambition behind this is clear: our customers should not experience internal complexity – they should experience service. That’s why you systematically analyze friction points, drive improvements based on data, and deliberately leverage tools, standards, and automation to measurably increase customer satisfaction.

Your contribution

Own the end-to-end incident process: Map, document, and continuously improve the full customer incident lifecycle — from the first inbound signal through intake, triage, escalation, resolution, and customer communication, ensuring a seamless experience at every step.

Detect and act on customer impact patterns

Identify early when multiple customers are experiencing the same issue (e.g. a customer hotline outage, a recurring error after a release), aggregate these signals, and coordinate a structured, timely response across teams.

Connect the dots across Support, Product, and Engineering

Ensure customer issues reach the right teams at the right time — and that customers never have to repeat themselves or navigate internal silos to get a resolution.

Analyze trends and eliminate root causes

Systematically evaluate incident data to identify recurring patterns and underlying causes (e.g. process gaps, release defects, onboarding issues), and drive their permanent resolution — reducing incident recurrence by at least 1 percentage point per month.

Lead the Incident Review Board

Establish and facilitate a regular governance forum that prioritizes incidents, tracks corrective actions, and enforces clear ownership — with measurable cycle times from identification to closure below 14 days.

Build playbooks and transfer knowledge

Develop and maintain response playbooks for frequent incident scenarios (e.g. customer hotline outages, mass login failures after updates), ensuring that solutions are documented, repeatable, and embedded across teams.

Drive structured postmortems

Lead blameless, outcome-focused retrospectives for significant incidents, with clear action ownership and measurable verification that the issue has been genuinely resolved — not just patched.

What you bring along

• Several years of experience in Customer Support Operations, Service Management, or IT Service Delivery in complex software environments
• Proven ability to map, document, and redesign end-to-end service processes — you can take complex operational flows and make them clear, structured, and improvable
• Strong analytical mindset: you spot patterns in incident data and reliably distinguish between symptoms and root causes
• Experience working across Support, Product Management, and Engineering — you can communicate effectively with both technical and non-technical stakeholders
• Familiarity with ITSM tools such as ServiceNow, Jira, or comparable platforms
• Experience with customer SLAs, escalation management, and data-driven service quality steering
• Experience establishing and running structured incident review, postmortem, or governance frameworks across teams or products

What you can expect from us

• Mobile Work: Work flexibly from home two days a week and on-site three days a week
• Attractive locations: Our offices offer fully equipped workspaces as well as regular events such as summer parties and Christmas celebrations
• Development: Our in-house academy and a portfolio of external partners support your professional growth
• Health: We place high value on health. At our in-house canteen in Koblenz, you’ll find a daily selection of delicious and healthy meals, and our fully equipped gym offers weekly classes (online & on-site)
• And more: A daycare center on our CGM campus in Koblenz helps employees make their workday more flexible.
• We also offer corporate benefits, the option of a job bike, company pension schemes, and much more

Diversity is part of CGM!

We welcome applications regardless of disability, gender, nationality, ethnic and social background, religion, age, sexual orientation, or identity. We are looking for people who recognize the power of AI in the eHealth environment, want to help shape change, and are driven by a curious passion to understand how technology can make healthcare smarter, simpler, and better.

We create the future of e-health. CGM is one of the leading e-health companies in the world with more than 8.700 highly qualified employees Sustainable solutions for constantly growing demands in healthcare Locations in 19 countries and products in 60 countries worldwide