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.