ITIL Service Desk Service Owner

Summary

Join Continental as an ITIL Service Desk Service Owner and actively participate in delivering end-to-end services, adhering to customer and internal SLAs/KPIs. You will bridge technical teams, stakeholders, and leadership for swift resolutions and minimal business impact. This role demands ITIL framework expertise, strong communication, and the ability to manage high-pressure situations. Responsibilities include incident resolution, KPI monitoring, audit participation, collaboration with external service providers, root cause analysis, and process improvement. You will also act as a key contact during critical incidents, maintain a solutions database, analyze trends, and generate reports. Continental offers a competitive compensation and benefits package, including flexible working time, home office options, and various health and wellness programs.

Requirements

• Bachelor's degree in IT, Computer Science, or a related field
• 3+ years in IT service management, with a focus on incident or problem management
• Experience with ITSM tools, for e.g. ServiceNow, BMC Remedy, or Jira
• Strong analytical and problem-solving abilities
• Excellent communication and stakeholder management skills
• Ability to work under pressure and manage multiple priorities

Responsibilities

• Actively participate and support the delivery of end-to-end services in line with customer and internal SLAs/KPIs
• Act as a bridge between technical teams, stakeholders, and leadership to ensure quick resolution and minimal business impact
• Work together with the Situation and ITIL Process Management communities
• Be in charge of incident resolution within compound environments with complete confidence, engaging internal and external support teams globally
• Make sure all predefined KPIs for response times, breach times, and resolution times are fully respected
• Participate in internal and external audits
• Work closely with the external service provider that will process the first level, second level, and third level support according to the internal procedures
• Lead and coordinate resolution efforts together with the service provider for major incidents affecting IT services
• Identify the root cause and implement corrective actions to prevent recurrence
• Ensure adherence to ITIL best practices for incident, problem, workorder, and problem management
• Act as a point of contact for business units during critical IT incidents
• Maintain a database of known errors and solutions to improve incident handling
• Analyze incident trends and suggest process improvements
• Conduct post-incident reviews and lessons-learned sessions
• Generate reports on incident trends, resolution times, and impact analysis
• Track service level agreements (SLAs) and key performance indicators (KPIs)
• Recommend automation or proactive monitoring to reduce incident frequency

Preferred Qualifications

ITIL Foundation, ITIL Intermediate, or Expert - is a plus

Benefits

• 13th salary
• Performance bonus
• Christmas & Easter bonus
• Seniority bonus
• Flexible working time
• Home office
• Competitive salaries & benefits
• Health & wellness (Life Assurance, Private Health and Dental Insurance, Sport activities, Canteen, 24/7 Helpline with Psychologists etc.)
• Different discounts (tires, glasses, medical, shopping, etc.)
• Relocation bonus for non-Timisoara Residents
• Professional development opportunities (in Technical and Leadership Areas)
• International Work Environment & Traveling Opportunities