ITIL Service Desk Service Owner

Job Description

ITIL Service Desk Service Owner is accountable to actively participate and support the delivery of end-to-end services in line with customer and internal SLAs/KPIs. They act as a bridge between technical teams, stakeholders, and leadership to ensure quick resolution and minimal business impact. The role requires expertise in ITIL frameworks, strong communication skills, and the ability to work under pressure in high-priority situations.

You will also:

• 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.

• Education: Bachelor's degree in IT, Computer Science, or a related field.
• Experience: 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.
• Certifications: ITIL Foundation, ITIL Intermediate, or Expert - is a plus.
• Strong analytical and problem-solving abilities.
• Excellent communication and stakeholder management skills.
• Ability to work under pressure and manage multiple priorities.

What we offer:

• 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.

Ready to drive with Continental? Take the first step and fill in the online application.

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2024, Continental generated sales of i39.7 billion and currently employs around 190,000 people in 55 countries and markets.

With its premium portfolio in the car, truck, bus, two-wheel and specialty tire segment, the Tires group sector stands for innovative solutions in tire technology. Intelligent products and services related to tires and the promotion of sustainability complete the product portfolio. For specialist dealers and fleet management, Tires offers digital tire monitoring and tire management systems, in addition to other services, with the aim of keeping fleets mobile and increasing their efficiency. With its tires, Continental makes a significant contribution to safe, efficient and environmentally friendly mobility.