IT Service Quality & Portfolio Manager (m/w/d)
Core
Define and develop IT service processes based on ITIL, centrally manage the IT service catalog, and ensure high, location-independent uniform IT service quality for internal and external services.
Role type
IT Service Quality & Portfolio Manager
Builds
IT service processes, service catalog, and service quality standards
Domain
Industrial manufacturing / IT Service Management
Required skills
ITIL-based service process management, Service catalog management, SLA/OLA definition and negotiation, Provider management, Service quality monitoring, KPI-based reporting, Service improvement initiatives, ITSM tools proficiency
Preferred skills
Advanced ITIL qualifications, Change management expertise, Stakeholder negotiation in international environments, Process standardization and harmonization
Technologies
ServiceNow, Jira Service Management
Responsibilities
Define, document, and continuously develop IT service processes (Incident, Problem, Change, Request Management); Build, maintain, and centrally control the IT service catalog; Negotiate and manage SLAs with internal and external service providers and OLAs with IT departments; Monitor service quality of external providers and LIS based on existing contract models; Continuously monitor IT service quality including KPI definition, reporting, and trend analysis; Conduct and steer service reviews with internal and external service providers and initiate and follow up on improvement measures in case of deviations from service levels; Standardize and harmonize service processes; Lead projects and further develop the ITSM platform; Advise and train IT departments on ITIL-conform processes and service standards
Seniority
Senior, hands-on IC