Team Manager IT Operations (1st Level Support) (m/f/d) for Vantage Towers

Job Description

At Vantage Towers, we’re on a mission to power Europe’s sustainable digital transformation. As a leading tower company, we’re ushering in an era of technology-driven advances to help connect people, businesses, and internet-enabled devices like never before. We combine the scale, stability and quality of our tower network with the agility, optimism and energy of a start-up.

As a young TowerCo, we have already achieved strong results with a continued focus on accelerating growth and a special emphasis put on sustainability. As part of our team, you’ll work in a dynamic and multicultural environment that embraces open communication, collaboration and teamwork.

If you’re ready to take responsibility and shape the future of telco infrastructure with us, then let’s level up in your career and reach the top – together.

Your contribution:

• You own and scale the 1st Level Support organization, including the Service Desk and User Access Management (UAM), while leading, coaching, and expanding a team of support professionals

• You act as the Supplier Operational Service Manager for 1st Line services, driving accountability for service availability, end-to-end SLA management, operational stability, and year-on-year MTTR improvements

• You take operational ownership of Major and Critical Incidents, leading structural coordination, managing supplier runtime service quality, and ensuring clear, timely stakeholder communication under pressure

• You architect and champion the IT Operations Knowledge Management lifecycle, designing structured, accurate content for end-users, the Service Desk, and 2nd Line support to drive a robust "shift left" strategy

• You embed knowledge management directly into ITSM and ServiceNow processes, moving away from passive documentation to increase self-service adoption and first-line resolution rates

• You design, implement, and continuously optimize ITIL-based ITSM processes; including Incident, Request, L1 Change, Problem, and Access Management complemented by solid monitoring and alerting capabilities

What makes you stand out:

• Minimum 10 years in IT Operations, featuring at least 5 years in an IT Operations Management/Lead role with a proven track record of running SLA-driven IT Service Desks and managing teams of more than 3 people

• Demonstrated expertise acting as an operational service owner accountable for service availability, major incident handling (including incident bridges), and driving operational quality with external suppliers

• Proven ownership of designing, building, and maintaining an active knowledge structure for diverse audiences, utilizing it to successfully drive self-service and incident reduction

• Certified in ITIL v4 Foundation with deep practical knowledge of ITIL and ITSM process ownership

• Strong hands-on experience with ServiceNow ITSM, specifically regarding Incident, Request, Problem, SLA reporting, dashboards, and Knowledge Base management

• Experience operating efficiently in cloud-first/SaaS environments, combined with a strong operational mindset focused on stability, predictability, and continuous improvement

• Excellent communication and stakeholder management skills, with the unique ability to remain calm, structured, and effective when delivering updates under pressure

What we offer:

• A diverse, multicultural setup based on our values - accountability, respect, teamwork, and trust - and the opportunity to shape the organization
• An attractive salary package: depending on your professional experience and qualification
• Several benefits such as bonus, cafeteria, private medical insurance and team buildings
• Sport support option (AYCM access; Unlimited Fitness&Wellness sportpass)
• Hybrid working opportunity