T3 Process Manager — Local Platform Operations (PID9061)

T3 Process Manager — Local Platform Operations (PID9061)

• Contract / Freelance
  
• Full-time
  
• Remote with travel readiness required (Germany)
  
• Start: ASAP
  

About the role

We are working with a long-standing anchor client to source a T3 Process Manager for a large-scale cloud-native platform programme supporting a major energy transmission operator in Germany. The platform is a service-oriented hybrid cloud environment providing application teams with self-service capabilities to develop, run and operate software products. Local Operations Germany is responsible for running the production platform hosting business-critical applications.

In this role you will own day-to-day management of core ITSM processes, coordinating across T2/T3 resolver groups and product stakeholders to ensure consistent, end-to-end operational discipline.

What you'll be doing

• Managing core ITSM processes (Incident, Major Incident, Problem, Change, Service Request, Knowledge) end-to-end across T2/T3 and product stakeholders
  
• Triaging and steering work in ITSM queues: validating completeness, routing to resolver groups, ensuring correct categorisation, priority/urgency and customer impact statements
  
• Orchestrating Major Incident execution: ensuring roles are assigned, communications are running, timelines captured and PIR/RCA actions tracked to completion
  
• Coordinating change execution: raising requests correctly, documenting risk/impact, obtaining approvals, capturing implementation evidence and recording outcomes
  
• Managing problem flow: converting recurring incidents into problems, assigning RCA ownership and tracking corrective actions through to completion
  
• Managing Service Request operations: enforcing SLAs, handling escalations and identifying opportunities for optimisation and automation
  
• Ensuring knowledge articles are created and updated from incidents, problems and changes, with quality reviewed and articles linked to tickets for reuse
  
• Monitoring operational SLAs/OLAs, identifying breaches early and coordinating recovery actions
  
• Running planned operational cadences (daily ticket health checks, change coordination touchpoints, backlog reviews)
  
• Identifying, defining and managing continuous service improvements
  

What you'll need

• 5+ years in ITSM, Service Management or 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
  
• Fluent English and German (C1 minimum in both)
  

Desirable

• Experience operating in regulated or high-availability industries (banking, telco, public sector, healthcare or automotive)
  
• Experience with SRE practices (SLOs/SLIs, error budgets) and reliability management
  
• Familiarity with GitOps and IaC concepts (Terraform/OpenTofu, ArgoCD, Helm) to govern deployment and readiness standards
  
• Experience with operating models spanning T1/T2/T3 and product/engineering teams