Service Manger Global IT Support (all genders)

Skyborn Renewables; Bremen; Vor Ort; EUR 80.000 - 110.000; Vollzeit

Benefits dieser Stelle

Permanent employment in international,

Mobile office up to 40% per week

30 days vacation

Education and training opportunities

Company bicycle leasing

Company fitness program

Central office location near public交通

Team events and celebrations

Pension plan and capital-forming"

Zusammenfassung

Skyborn Renewables invites a Service Coordinator Global Support to join our team in Germany (Bremen or Hamburg). You will own IT service management end-to-end, coordinate external support, and enforce standardized processes and SLAs across regions.

The role focuses on delivering reliable service, escalation management, and continuous improvement in global operations. The ideal candidate has 7–10 years in ITSM, ITIL certification, strong analytical skills, and excellent English communication.

Qualifikationen

• Degree in Information Technology or a related field.
• 7–10 years of professional experience in IT Service Management, global support operations, service delivery and provider management.
• ITIL Certification.
• Strong analytical and critical thinking skills.
• Structured and solution-oriented working style.
• Effective communication and stakeholder management skills.
• Fluent in English, both written and spoken.

Aufgaben

• Own IT service management (Incident, Request and Problem Management) end-to-end.
• Coordinate the assigned external support team and ensure service delivery.
• Define and enforce standardized support processes and SLAs across regions.
• Manage and develop global support capabilities, especially in EMEA and APAC.
• Act as senior escalation point for critical incidents and ensure rapid resolution.
• Monitor service quality and drive continuous service improvement across support functions.
• Coordinate and resolve global escalations and major incidents.
• Develop and maintain support processes documentation and knowledge base.
• Drive automation, self-service initiatives and continued improvement based on incident analysis.
• Ensure effective use and governance of ITSM tools (ticketing, knowledge base).

Kenntnisse

IT Service Management

Global support

Service delivery

Provider management

Analytical thinking

Stakeholder management

Communication skills

English fluency

Ausbildung

Degree in IT or related field

Jobbeschreibung

Offshore wind energy - the pillar of our future energy supply!

Skyborn Renewables is a pioneer and leading offshore wind developer and operator with more than 20 years’ experience and a track record of approx. 7 GW developed around the globe to date. The competencies of our 400 employees cover the entire offshore wind value chain, including greenfield development, engineering and design, procurement, financing, construction management and asset management.

Do you want to make a difference? To advance the energy transition in an international and growing business field? Skyborn Renewables offers you the opportunity to do so.

With us, you can expect a dynamic environment with committed employees as well as the opportunity to break new ground and expand your skills.

Become a part of our friendly team at our location in Bremen or Hamburg as a Service Coordinator Global Support (all genders)

Your future tasks:

• Own IT service management (esp. Incident, Request and Problem Management) and On- and Offboarding processes end-to-end
• Coordinate the assigned external support team and ensure service delivery and performance
• Define and enforce standardized support processes and SLAs across all regions
• Manage and develop global support capabilities, especially in EMEA and APAC
• Function as a senior escalation point for critical incidents and ensure rapid resolution
• Monitor service quality and drive continuous service improvement and operational excellence across support functions
• Monitor ticket queues, SLA adherence and performance metrics and balance workload across regions
• Coordinate and resolve global escalations and major incidentsConduct regular service review meetings with internal stakeholders and providers and support onboarding and capability development of support teams
• Develop and maintain support processes documentation and knowledge base
• Drive automation, self-service initiatives, and continuous improvement based on incident analysis
• Ensure effective use and governance of ITSM tools (ticketing, knowledge base)

Your profile:

• Degree in Information Technology or related field
• Relevant professional experience (7-10 years) in IT Service Management, global support operations, service delivery and provider management
• ITIL Certification
• Strong analytical and critical thinking skills
• Structured and solution-oriented working style
• Effective communication and stakeholder management skills
• Fluent in English, both written and spoken

Our benefits:

• Permanent employment in an international company that is continuously expanding
• Mobile office regulation of 40% per week
• 30 days of vacation, extended with possible unpaid vacation days, afternoon off on your own birthday
• Open doors and room for your own ideas in a friendly, modern working environment
• Further education and training opportunities
• Company bicycle leasing (business bike) and company fitness (EGYM Wellpass)
• Central office location with direct access to public transportation
• Extraordinary company celebrations, team events and sporting events
• Other employee benefits: capital-forming benefits, subsidized company pension plan, bonus for employees who recruit employees