Customer Incident & Service Process Manager; m​/f​/d

As a leading provider of software solutions for healthcare, we operate in 19 countries and employ nearly 9,000 dedicated professionals. You will work in a dynamic and innovative environment, filled with exciting opportunities. With your commitment and passion, you’ll have the chance to make a lasting impact.

CGM Leverages AI: We are looking for people who are inspired by the power of AI in eHealth, eager to shape transformation, and curious at heart - ready to see how technology can make healthcare smarter, easier, and better.

Together, we are shaping the future of healthcare. Become part of our mission and make a difference
- for a world where knowledge saves lives!

In this role, you are responsible for the end-to-end experience of our customers in support and service, from the first contact to the final resolution. You don’t just look at individual touchpoints, but at the entire journey: intake, routing, processing, resolution, and feedback. The ambition behind this is clear: our customers should not experience internal complexity – they should experience service.

That’s why you systematically analyze friction points, drive improvements based on data, and deliberately leverage tools, standards, and automation to measurably increase customer satisfaction.

Your contribution:

• Own the end-to-end incident process:
  Map, document, and continuously improve the full customer incident lifecycle — from the first inbound signal through intake, triage, escalation, resolution, and customer communication, ensuring a seamless experience at every step.

• Detect and act on customer impact patterns:
  Identify early when multiple customers are experiencing the same issue (e.g. a customer hotline outage, a recurring error after a release), aggregate these signals, and coordinate a structured, timely response across teams.

• Connect the dots across Support, Product, and Engineering:
  Ensure customer issues reach the right teams at the right time — and that customers never have to repeat themselves or navigate internal silos to get a resolution.

• Analyze trends and eliminate root causes:
  Systematically evaluate incident data to identify recurring patterns and underlying causes (e.g. process gaps, release defects, onboarding issues), and drive their permanent resolution — reducing incident recurrence by at least 1 percentage point per month.

• Lead the Incident Review Board:
  Establish and facilitate a regular governance forum that prioritizes incidents, tracks corrective actions, and enforces clear ownership — with measurable cycle times from identification to closure below 14 days.

• Build playbooks and transfer knowledge:
  Develop and maintain response playbooks for frequent incident scenarios (e.g. customer hotline outages, mass login failures after updates), ensuring that solutions are documented, repeatable, and embedded across teams.

• Drive structured postmortems:
  Lead blameless, outcome-focused retrospectives for significant incidents, with clear action ownership and measurable verification that the issue has been genuinely resolved — not just patched.

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What you bring along:

• Several years of experience in Customer Support Operations, Service Management, or IT Service Delivery in complex software environments

• Proven ability to map, document, and redesign end-to-end service processes — you can take complex operational flows and make them clear, structured, and improvable

• Strong analytical mindset: you spot patterns in incident data and reliably distinguish between symptoms and root causes

• Experience working across Support, Product Management, and Engineering — you can communicate effectively with both technical and non-technical stakeholders

• Familiarity with ITSM tools such as Service Now, Jira, or comparable platforms

• Experience…