ITSM Quality and Escalation Manager

Position overview

The ITSM Quality & Escalation Manager ensures the quality, efficiency, and accountability of IT service management processes by overseeing ServiceNow activities, monitoring SLA and KPI performance, managing escalations, and driving continual process improvement. The role promotes clear ownership, timely resolution of incidents and requests, establishes quality standards for service delivery, and supports teams through governance, reporting, training, and ITSM best practices.

What you will do

• Review incidents and service requests to ensure accurate categorization, prioritization, documentation, assignment, resolution, and closure, and assess compliance with ITIL practices, SLAs, and quality standards.
• Identify misrouted, aging, stalled, or high-impact tickets, clarify ownership, and drive the appropriate functional and management escalations.
• Monitor SLA and KPI performance, create dashboards and reports, and provide visibility into IT service performance.
• Define and maintain the quality framework for incident, problem, and service request management, including audits and quality reviews.
• Analyze trends, recurring issues, and quality findings to identify improvement opportunities and drive corrective actions.
• Coordinate resolution efforts across service desks, support teams, service owners, vendors, and business stakeholders.
• Handle escalations related to Incident and Service Request Management received from stakeholders and the business, ensuring appropriate ownership
• Identify knowledge gaps and work with teams to improve documentation, knowledge sharing, and future issue resolution.

What we require

• University degree in IT, Computer Science, or a related field.
• ITIL 4 Foundation certification.
• 8+ years of experience in IT Service Management (ITSM), service operations, or a similar role.
• Strong hands-on experience with ServiceNow, including ITSM applications, Knowledge Management, reporting, and dashboarding.
• Strong knowledge of ITSM principles and ITIL best practices.
• Experience with data analysis, reporting, KPI monitoring, and service performance management.
• Excellent problem-solving, decision-making, presentation, and communication skills.
• Proven ability to manage stakeholders, vendors, and cross-functional teams, including coaching and conflict resolution.
• Strong customer focus, business acumen, process and quality orientation, and a continuous improvement mindset.

What we offer

• Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust
• Home office allowance
• 25 days paid annual leave
• Additional health insurance
• 102.26 EUR Food vouchers
• Public transportation card
• Multisport / Coolfit card
• Opportunity for flexibility with a hybrid working model
• Employee Assistance Program (Mental Health, Legal & Financial Counselling)
• Language training opportunity
• Brand new modern office premises in a class A Business building
• Employee referral program
• Fresh fruits in the office
• Training and mentorship programs
• Access to over 15,000 LinkedIn Learning courses to assist in your development

Who we are

We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.

Work in a place where you matter – apply now!