RWE Renewables Europe & Australia GmbH
To start as soon as possible, full time, permanent
Functional area: IT / Digital
Executive Summary
The Incident & ISP Service Manager plays a key role in ensuring the efficient operation of Connectivity and Infrastructure services by managing escalations, optimising incident re-porting, and improving communication processes across technical and support teams. This role also plays a critical part in enhancing the internal customer experience by developing streamlined service processes and maintaining up-to-date knowledge base articles in ServiceNow. This role is also responsible for leading and managing ISP connections to ensure reliable internet access to company assets, a critical function for operational continuity.
The role will be under the Asset Solutions Connectivity team, with a dotted dependency to the Asset Solutions Infrastructure
Principal Accountabilities
* Oversee incident and escalation management, ensuring timely resolution and minimal service disruption for both networking (Connectivity) and Infrastructure teams.
* Act as the primary point of contact between technical teams and business stake-holders for service-related escalations and inquiries.
* Lead the optimisation of communication processes between Connectivity, Infra-structure, and other support areas to ensure seamless collaboration.
* Manage and improve incident reporting, tracking trends and proposing corrective actions to enhance service performance.
* Coordinate and maintain a knowledge base in ServiceNow, ensuring troubleshooting documentation is comprehensive and up to date.
* Analyse service performance metrics (SLAs, KPIs) and drive continuous improvement initiatives for both Connectivity and Infrastructure services.
* Ensure alignment with ITIL best practices, particularly incident, problem, and change management processes. Ensure compliance with ISO27000 and internal laws and local and international laws.
* Contribute to process automation and service improvements to enhance efficiency and service reliability.
* Collaborate with network and infrastructure engineers to refine operational work-flows and improve root cause analysis procedures.
* Ensure compliance with security policies, OT governance standards, and operational best practices.
Knowledge and Skills
* Degree in Information Technology or equivalent relevant experience.
* Strong understanding of IT Service Management (ITSM), including ITIL best practices, incident and escalation management.
* Familiar with networking, infrastructure operations, and complex OT systems.
* Proficient in ServiceNow for ticketing, incident tracking, and knowledge management.
* Skilled in analysing incident trends, coordinating root cause analysis, and driving continuous improvement.
* Excellent communication and coordination skills across technical and business teams in an international environment.
* Fluency in English required; knowledge of German, Spanish, or French is a plus.
Apply with just a few clicks: ad code 89703, application period: 30/04/2025.
Any questions? Contact HR: Ivan Malcolm D'Silva, ivan.dsilva@rwe.com
We look forward to meeting you. Of course, you can find us on LinkedIn, Instagram, Facebook, YouTube and Xing, too.
We value diversity and therefore welcome all applications - regardless of gender, disability, nationality, ethnic and social origin, religion/belief, age, sexual orientation, and identity. #inclusionmatters
In the segments of onshore wind and solar, RWE Renewables Europe & Australia is among the largest electricity producers in Europe and has become a key player in the field of renewables. With its comprehensive „Growing Green“ investment and growth strategy, RWE is expanding green generation capacity – to more than 65 gigawatts by 2030.
To this end, RWE is investing €55 billion between 2024 and 2030. RWE Renewables Europe & Australia is focusing on its core markets in Europe and Australia. The team with 1,800 colleagues across 11 countries has come a long way already. With the project pipeline well filled in all technologies, battery storage, onshore wind power and solar energy, you’ll have the freedom to act with conviction and courage as we pivot to new technologies – and continuously improve, together.