Service Manager (m/f/d) for our IT office infrastructure - #2151643

Permanent position, full-time - Frankfurt am Main

We are looking for a full-time (40 hours/week) service manager (m/f/d) for our IT office infrastructure in our IT & Digital division in Frankfurt am Main as soon as possible.

As a Service Manager in the IT & Digital division, you will ensure that internal customers are satisfied with the IT support services. You ensure that the quality of IT services is maintained and improved. By optimizing IT support processes, you will help to increase efficiency and reduce costs. You ensure that all service level agreements (SLAs) in the area of infrastructure services are adhered to. You proactively identify and resolve potential problems before they lead to major disruptions. The introduction of new technologies and methods ensures continuous improvement of IT support services.

Your tasks

• You are responsible for monitoring and quality assurance of the service desk operation
• You continuously identify measures for process optimization and accompany their implementation and execution of CRs
• You create reports and analyses based on the review of the monthly service desk reports and your own evaluations
• You are responsible for the quality assurance of the DFB IT operations manual and IT emergency manual and their current availability
• You coordinate DFB IT internal projects with the IT service desk service provider
• You take over direct IT support tasks for critical issues
• You improve customer satisfaction by creating and providing manuals, tutorials etc.
• You continuously maintain an overview of incident and problem management and prioritize/control the necessary measures as required
• You improve customer satisfaction through direct communication and proactive information in DFB's internal channels
  
  

Your profile

• You have a successfully completed (technical) university degree in (business) informatics, business administration, economics or equivalent in-depth experience
• Your German language skills are at C2 level
• You have sound knowledge and/or several years of professional experience in IT service management and experience with ITIL or other IT service management frameworks
• Ideally, this know-how can be proven by certificates obtained
• Your knowledge of the Microsoft 365 components is up to date, you know all the functions and the underlying architecture
• In your previous environment, you have worked intensively with the Atlassian products Jira and Confluence and have in-depth knowledge of architecture and administration
• You can analyze service desk processes and carry out optimizations and adjustments based on new or existing Jira workflows
• You are able to implement monitoring based on Jira Service Desk key figures, including the creation of dashboards based on Microsoft Power BI
• You can control the IT service desk service provider, set specifications and solve problems in direct and goal-oriented dialog with the operations manager and the agents
• You have very good analytical and conceptual skills and have a structured, independent and proactive way of working
  
  

We offer

• The broadest soccer organization in Germany in terms of content and personnel
• Varied tasks with individual challenges that contribute to the further development of personal skills in different dimensions
• A working culture characterized by respect, openness, passion and team spirit
• A diverse, dynamic team that has fun changing and shaping things
• The DFB Campus is a state-of-the-art working environment with flexible workstations and various sports facilities (indoor soccer pitch, beach volleyball, gym, running track)
• Flexible working hours and the option to work remotely
• Free drinks and subsidized lunch
• Free parking facilities
• Many other benefits and discounts with our contractual partners
  
  

The German Football Association (DFB) is the association of state associations, regional associations and the DFL Deutsche Fußball Liga e. V. (DFL German Football League) in which soccer is played. The most important task of the DFB is the organization of soccer in championship matches and competitions. The DFB represents the interests of its member associations at home and abroad. With more than 7 million members, the DFB is one of the largest professional sports associations in the world. The DFB acts with social and socio-political responsibility and is strongly committed to the idea of fair play. It also provides special support for recreational and popular sports.

The DFB aims to organize soccer in a sustainable and successful manner and to use its diverse potential responsibly to maintain and strengthen the democratic and ethical foundations of a free society. It is committed to quality, objectivity, honesty, fairness and integrity as key prerequisites for joint success.

The DFB stands for inclusion and diversity. That is why we emphatically welcome all applications regardless of gender, age, cultural, religious or social background, sexual orientation or disability. If you have any special requirements for the application process, please mention them in your cover letter. We welcome applicants of all nationalities with permission to practice a profession in Germany.

We look forward to receiving your application!

German Football Association (DFB)

DFB-Campus | Kennedyallee 274 | 60528 Frankfurt am Main

www.dfb.de