Customer Incident & Service Process Manager (m/f/d)
Beyond Tabs
Koblenz, Germany
Customer support operations experience
It service management tools proficiency
End-to-end service process redesign
You will own the end-to-end customer incident lifecycle from intake to resolution, ensuring a seamless experience without internal complexity
Job Summary
You will own the end-to-end customer incident lifecycle from intake to resolution, ensuring a seamless experience without internal complexity.
The role requires systematically analyzing incident data to identify recurring patterns and drive permanent root cause resolutions.
Employees benefit from flexible mobile work arrangements, an in-house academy for professional growth, and comprehensive health perks including a gym and canteen.
Matching Summary
You will own the end-to-end customer incident lifecycle from intake to resolution, ensuring a seamless experience without internal complexity.
Skills & Requirements
Must-have
Customer Support Operations experience
IT Service Management tools proficiency
End-to-end service process redesign
Incident data trend analysis skills
Cross-functional stakeholder communication
Nice-to-have
AI-driven eHealth transformation interest
Blameless postmortem facilitation
Data-driven service quality steering
Playbook development expertise
Key Requirements
Several years of Customer Support Operations experience
Proven ability to map and redesign complex service processes
Experience with ITSM tools like ServiceNow or Jira
Strong analytical mindset for distinguishing symptoms from root causes
Familiarity with establishing incident review and governance frameworks