IT Service Manager (w/m/d) in Essen
Core
Managing and optimizing IT service delivery processes, ensuring SLA/KPI compliance, and implementing IT service strategies and standards.
Role type
IT Service Manager
Builds
IT service delivery processes and provider performance
Domain
IT Service Management / ITIL
Required skills
ITIL framework expertise, IT service strategy development, incident and problem management, change management, provider management, cost optimization, stakeholder communication
Preferred skills
Analytical skills, proactive problem-solving, relationship building
Technologies
ITIL, Incident Management, Problem Management, Request Management, Change Management, Monitoring & Event Management, Capacity Management, Service Level Management, Availability Management, Service Continuity Management, Asset Management, License Management
Responsibilities
Monitor and manage IT service delivery processes, ensure SLA and KPI compliance, coordinate and resolve IT incidents and problems, analyze incidents to identify trends, communicate with stakeholders during incidents, ensure controlled and documented IT changes, manage service providers and monitor performance, conduct service review meetings, implement ITIL best practices, identify cost-saving measures, participate in on-call duties
Seniority
Mid-Senior, hands-on IC