T3 Process Manager — Local Platform Operations (PID9061)

This is a remote position.

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

Requirements

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

Benefits
As a freelancer / contractor with us, you will enjoy flexible working hours and the freedom to choose your own projects. Our platform gives you access to exciting projects in various industries and supports you in advancing your career. You'll benefit from competitive pay and a dedicated team to help you with any questions you may have. Work independently and utilise our strong network to achieve your professional goals.