T3 Process Manager – Local Platform Operations (Full remote - Europe)

T3 Process Manager – Local Platform Operations 🏛️ About the Role We are looking for a senior T3 Process Manager to join its Local Operations Germany team in Berlin. In this role, you will own the day-to-day management of core ITSM processes for the EDP Platform — a cloud-native, hybrid platform built to provide software product teams with self-service capabilities across the energy sector. You will be the operational backbone ensuring that Incident, Change, Problem, Service Request and Knowledge processes run consistently and effectively across T2/T3 and product stakeholders, supporting production business applications for 50Hertz. 🛠️ Key Responsibilities Coordinate the execution of core ITSM processes (Incident, Major Incident, Problem, Change, Service Request, Knowledge) across T2/T3 and product stakeholders to ensure consistent end-to-end handling. Triage and steer work in ITSM queues: validate completeness, assign and route to the right resolver group, ensure correct categorization, priority/urgency, and customer impact statements. Ensure operational discipline in ticket handling: timely updates, stakeholder communication, correct status progression, and quality closure including linking of related incidents, problems and changes. Orchestrate Major Incident execution: ensure roles are assigned, communications are running, timelines are captured, follow-ups are created, and PIR/RCA actions are tracked to completion. Coordinate change execution: ensure requests are correctly raised, risk and impact are documented, approvals obtained, schedules respected, implementation evidence captured, and outcomes recorded. Manage problem flow: ensure recurring incidents are converted into problems, RCA ownership is assigned, problem records are updated, and corrective actions are tracked and communicated. Manage Service Request operations: ensure request types are used correctly, SLAs are met, fulfillment is tracked, escalations are handled, and recurring requests are optimized or automated. Ensure knowledge articles are created and updated from incidents, problems and changes; review content quality and link articles to tickets for reuse. Monitor and manage operational SLAs/OLAs: identify breaches early, trigger escalations, and coordinate recovery actions. Provide short operational status summaries and run planned operational cadences (daily ticket health checks, change coordination touchpoints, backlog reviews). Identify, define and manage continuous service improvement initiatives. ✅ Mandatory Experience 5+ years in ITSM / Service Management / Operations Excellence roles (Process Manager, Service Delivery, Ops Enablement, or equivalent) with demonstrated leadership in mission-critical environments. Hands-on experience managing Incident, Change, and Problem processes in a production environment, preferably mission-critical. Proven experience running governance routines (CAB, PIR, Problem Review) and driving measurable outcomes. Strong understanding of modern platform operations (Kubernetes/containers, automation, observability, basic infrastructure: compute, storage, network) sufficient to govern specialists. Experience defining process KPIs, building dashboards, and leading continuous improvement initiatives. 🌐 Languages English — minimum C1 CEFR level, spoken and written. Mandatory. German — minimum C1 CEFR level, spoken and written. Mandatory. ⭐ Preferred Experience Experience operating in regulated or high-availability industries (banking, telco, public sector, healthcare, automotive). Experience with SRE practices (SLOs/SLIs, error budgets) and reliability management. Platform delivery concepts: GitOps and IaC awareness (Terraform/OpenTofu, ArgoCD, Helm) to govern deployment and readiness standards. Experience with operating models spanning T1/T2/T3 and product/engineering teams. 📍 Location & Work Model Remote from Europe - Occasional travel required. Full-Time