Senior IT Service & Process Manager:in (m/w/d)
Core
Design, implement, and govern IT Service Management (ITSM) and IT processes to improve service quality and operational maturity.
Role type
Senior IT Service & Process Manager
Builds
Centralized IT service processes, standards, KPIs, SLAs, and supporting applications (ITSM, CMDB, SAM, EAM, Discovery, Monitoring)
Domain
IT Operations / IT Service Management
Required skills
ITSM frameworks (ITIL), process governance, ITSM platforms (ServiceNow, Jira ITSM), CMDB solutions, process analysis, automation, compliance, audit, security, documentation, transformation management
Preferred skills
ITIL, COBIT, ISO 20000, Lean, Six Sigma, AI, digitalization, continuous service improvement
Technologies
ServiceNow, Jira ITSM, CMDB, ITSM platforms, workflow management tools
Responsibilities
Introduce and develop ITSM and IT process governance; Optimize central processes (Service Portfolio, Service Request, Change, Asset, Configuration Management); Develop service standards, KPIs, SLAs, and process metrics; Coordinate collaboration between Service Owners, Delivery Teams, and Business Stakeholders; Conduct service and process analyses to identify automation and optimization potential; Ensure compliance, audit, security, and documentation requirements; Define and optimize applications for IT planning, control, and operation; Support transformation and digitalization initiatives
Seniority
Senior, hands-on IC