Service Manager (m/w/d)

The Paulaner Brauerei Group is one of the most successful brewery groups in Germany and worldwide in over 70 countries. Our portfolio includes traditional brands such as Paulaner, Hacker-Pschorr or Fürstenberg and many other strong regional breweries. With our high-quality beer specialities, we enthuse people for our brewing art and beer culture – at home and around the world. Our high quality standards and the strong foundation of a history rich in tradition characterise us. In order to be well equipped in the future, we are looking for motivated employees who continue to advance our company with passion and team spirit.

Development and optimization of ITSM processes and guidelines (the focus on ITSM disciplines/ITIL 4 Practices Service Level Management, Incident Management, Monitoring and Event Management, Problem Management, Service Desk and Service Request Management) Creation and Management of Service Level Agreements (SLAs) Analysis of trends and patterns in the incident and problem management for continuous improvement Implementation and development of monitoring and event management systems Design of the Service-Desk Strategy and Structure Conducting regular evaluations and compiling reports on ITSM-KPIs and developing measures to improve Monitoring and control of the Incident Management Process Management and Optimization of Service Request Management Processes Control of providers and service partners in the end-to-end deployment of IT services Consultation and support of service managers in the operational application of the aforementioned disciplines and in the orientation of the service

Successfully completed technical or business studies, ideally focusing on information sciences Including professional experience in a comparable position (3-6 years) Experience in cooperation and control of external service providers according to ITIL Best Practice Good knowledge of service management tools (Service Now or the like) Very good knowledge of Office365 Advanced knowledge in IT infrastructure and architecture as well as in application management Very good ITIL 4 and IT Service management skills Very good knowledge of German and English Highly structured work in processes and projects Analytical and creative skills to understand problems and optimize processes Very good communication and organization skills High level of responsibility and integrity Joy of technical challenges and complex system environments Strong leadership, communication and organisational capabilities as well as high levels of enforcement to internal colleagues and external service providers

In addition to an international and traditional atmosphere, we also offer you: Modern workplace with open and value-adding working atmosphere Possibility to work in the Home Office Very good transport connection with the ÖPNV Haustrunk (Free drinks from our product range for private consumption) An employer grant to the occupational pension scheme Company Bike Corporate Benefits and Corporate Employee Events