Your Impact

You will bring discipline, control, and transparency to IT Service Operations—ensuring stable, reliable service delivery in a complex, multi-vendor environment.

This role is critical to reducing service disruption, strengthening accountability, and restoring trust in IT performance at scale.

What You Will Drive

- End-to-end governance of Incident, Major Incident, and Problem Management
- A consistent and enforced operational governance model across internal teams and external providers
- Clear accountability and escalation structures for service disruptions
- Transparent performance management through meaningful, outcome-focused KPIs (e.g., MTTR, recurrence)
- A structured service improvement pipeline targeting root causes—not symptoms
- Strong vendor adherence to operational standards and service expectations

How You Will Make a Difference

- Reduce recurring incidents through rigorous Problem Management and root cause elimination
- Ensure high-quality, controlled handling of major incidents under pressure
- Create full transparency on service performance, risks, and systemic issues
- Drive continuous improvement through disciplined follow-up and governance of incident reviews




- Enable Service Delivery and leadership teams with actionable operational insights—not just data
- Introduce discipline and consistency into a historically fragmented operational landscape

What You Bring

- Extensive experience in IT Operations and IT Service Management
- Strong expertise in Incident, Major Incident, and Problem Management governance
- Proven track record in multi-vendor, outsourced environments
- Ability to lead in high-pressure situations and drive structured, fact-based decisions
- Strong analytical and risk-based mindset
- Excellent stakeholder and vendor management skills with the ability to enforce standards and drive accountability

Why Join Us

- Take ownership of a mission-critical function ensuring IT stability at scale
- Play a key role in transforming IT operations toward discipline, transparency, and accountability
- Operate in a high-visibility role with direct impact on business continuity
- Shape how operational excellence is defined and enforced globally
- Be part of a cultural shift toward performance, ownership, and collaboration

Apply now and help us shaping #FutureFresenius

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📌 (Senior) IT Service Operations Manager (m/f/d)
🏢 Talent
📍 Barcelona