{"id":2257136,"url":"https://alion.io/job/deloittece-it-associate-service-manager-incident-management","title":"IT Associate Service Manager - Incident Management","company":{"id":4401342,"name":"Deloitte Central Europe","domain":"deloittece.com","url":"https://alion.io/company/deloittece","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Avature","truth_index":null},"role":"Management","role_family":"Management","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sarajevo, Bosnia and Herzegovina"],"countries":["BA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":25000,"max_usd":57000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2171},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Power BI","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-11T04:08:47Z","employer_posted_date":"2026-10-11","last_verified_at":"2026-10-28T06:02:09Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Description & Requirements\nWho we are looking for\nWe are looking for an experienced and proactive IT Associate Service Manager - Incident Management - to ensure the efficient and effective delivery of IT services within the organization.\nActing as a key liaison between technology and business teams, the IT Service Associate Manager focuses on maintaining seamless service operations in the areas of Incident Management, Major Incident Management, and Service Request Fulfillment.\nThis role requires a balance of leadership, problem-solving, communication, and organizational skills to ensure services meet established standards, to maintain service continuity, minimize business disruption, and ensure that services meet agreed standards and customer expectations. Continuous improvement of processes, fostering collaboration, and ensuring adherence to ITIL best practices are central to this position.\nYour skillset:\nPractical experience and knowledge of methodologies and frameworks of ITIL within complex organizations (including Incident, Problem, Request Management) and a strong understanding of processes\nGerman at C1/C2 level (very good written and spoken skills) and English at minimum B2 level to be able collaborate with demanding groups\nPractical knowledge and efficient usage of ServiceNow and PowerBI\nStrong communication and stakeholder management skills\nStrong organizational skills and the ability to manage competing priorities\nProactive, analytical and structured approach to problem-solving (including Root Cause Analysis of Failures and Proactive Risk Identification). Crisis management and decision-making capabilities.\nStructured working style, ownership mentality and ability to coordinate, engage, and motivate cross-functional teams\nDegree in Business Informatics, Computer Science, or a comparable field, or several years of relevant professional experience in Service Management/ Incident Management\nYour future role\nYour responsibilities:\n·Coordinate the timely resolution of incidents and escalations, minimizing their impact on business operations. Included conduct regular reviews of incident and service request queues and initiate corrective actions when required.\nFacilitate post-incident reviews and ensure that lessons learned are documented and followed through.\nLead the response to major incidents, including stakeholder communication, cross-functional coordination, root cause analysis, and the implementation of preventive measures.\nOversee service request fulfilment and identify opportunities for process improvement and automation.\nMonitor Service Desk performance indicators, including response and resolution metrics, and communicate relevant trends to stakeholders.\nAnalyze service KPIs and identify opportunities to improve service quality and user experience.\nEnsure alignment with ITIL practices, organizational standards, and audit requirements.\nWork closely with Technology Operations, Engineering teams, and business stakeholders to maintain effective service integration.\nMaintain accurate process documentation, guidelines, and knowledge materials.\nDeliver training and awareness sessions related to incident management and service request processes.\nCollaborate with team leaders and management to align service management objectives with wider business priorities.\nSupport the onboarding of new team members and help them understand relevant service management workflows.\nWhat we offer\nStable job in multinational company based on employment contract;\nWorking in flexible hybrid model - partially from home and the office;\nGreat opportunity for professional development;\nStructured onboarding process and Buddy program for new joiners;\nOpen and friendly organizational culture based on the pillars of well-being and diversity & inclusion.\nSelection process\nApply and create your future with us!\nIf your resume is of interest to us, the recruitment will consist of several stages:\n1. Short online interview / short phone interview with Recruiter.\n2. Interview/s with member/s of the team.\nYou will receive feedback regardless of process result.","description_format":"text","description_chars":4103,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"German","level":"Advanced (C1)","optional":false},{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Professional development"],"hiring_locations":[{"name":"Bosnia and Herzegovina","iso":"BA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Incident Response"],"lifecycle":[{"event":"open","at":"2026-10-11T04:08:47Z"}],"visa":[],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":1,"p_active":0.61,"p_room":0.35,"age_days":17,"expected_fill_days":8,"reasons":["conf:4","wave","velocity","win:tail","comp:junior,brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/deloittece-it-associate-service-manager-incident-management","json_url":"https://alion.io/job/deloittece-it-associate-service-manager-incident-management.json","meta":{"generated_at":"2026-10-28T10:40:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14020,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4401342},"rest":"https://alion.io/mcp/rest/get_company?id=4401342"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdeloittece-it-associate-service-manager-incident-management"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdeloittece-it-associate-service-manager-incident-management"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdeloittece-it-associate-service-manager-incident-management"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/deloittece-it-associate-service-manager-incident-management\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdeloittece-it-associate-service-manager-incident-management"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2257136}},{"tool":"search_jobs","arguments":{"company":"deloittece.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2257136},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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