Service Desk Management Specialist

At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.

The Service Desk Management Specialist serves as the primary point of contact for managing, monitoring, escalating, and reporting on outages, bugs, and incidents. This role is crucial for ensuring timely and effective communication, adherence to service level agreements, and continuous improvement of internal processes.

Key Responsibilities:

• Process Ownership: Act as the process owner for Customer Care's Bug SLA and BIB Tool.
• Monitoring and Reporting: Monitor and report on all bug, incident, and change tickets, including corresponding escalations. Serve as the main contact for Customer Care worldwide regarding these issues.
• Communication Management: Control and execute proactive and reactive communication to front and back office teams, customers, and other stakeholders for all relevant global issues.
• Quality and Timeliness: Be responsible for the quality and timely delivery of results within the thematic area of outage management.
• Escalation Management: Manage issues in escalation according to established agreements and customer communication strategies.
• Customer Communication Coordination: Coordinate and safeguard proactive/reactive customer communication (e.g., via call center, email, 1&1 status pages, social media, IVR) according to defined interfaces, rules, and regulations.
• Process Improvement: Continuously strive to proactively improve existing internal processes.
• Reporting: Submit timely reports related to bugs and incidents.
• Service Level Assurance: Ensure the specified service level for bugs/incidents is met.
• Information Management: Manage information across all interfaces.
• Performance Reporting: Report on own key figures.
• On-Call Availability: Be available 24/7 on-call for incident and escalation management.

Qualifications:

• Should have at least 12 months of relevant experience.
• Education/Experience: Education or training in Computer Science, IT, or equivalent experience.
• Process Understanding: Strong understanding of internal processes and workflows.
• Analytical Skills: Good analytical skills.
• Attention to Detail: Keen attention to details.

About IONOS
IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.

We value diversity and welcome all applications - regardless of, for example, gender, nationality, ethnic or social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.