Service Manger Global IT Support (all genders)

Skybornrenewables; Germany (OH); On-site; USD 97,847 - 126,626; Full time

Benefits offered by this job

Company bicycle leasing

Fitness program

30 days vacation

Birthday afternoon off

Team events

Job summary

Skyborn Renewables seeks a Service Manager Global IT Support to own end-to-end ITSM, incidents, requests and problems, coordinating global external support and ensuring consistent service delivery across regions.

The role requires 7–10 years in ITSM, ITIL certification, and excellent stakeholder communication in a dynamic, international environment, with a 40% mobile/remote work setup and 30 days vacation.

Qualifications

• 7–10 years of IT service management experience in global support operations.
• Experience delivering service delivery and provider management across regions (EMEA/APAC).
• ITIL certification and strong stakeholder management and communication skills.

Responsibilities

• Own IT service management end-to-end (incidents, requests, problems).
• Coordinate external support teams and ensure service delivery and performance.

Skills

ITSM

Global support

Stakeholder mgmt

Analytical thinking

Communication

Education

Information Technology degree

Tools

ITSM tools

Job description

Service Manger Global IT Support (all genders)

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

Service Manger Global IT Support (all genders)

• 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 incidents
• Conduct 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
• Permanent employment in an internationalcompany 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 topublic 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