ITIL & Service Delivery Manager - H/F
Core
Ensure the definition, quality, and execution of IT service processes (ITSM) and drive continuous improvement of ITIL practices.
Role type
IT Service Delivery Manager
Builds
IT service management processes and crisis management capabilities
Domain
IT Service Management (ITSM)
Required skills
ITIL framework expertise, Incident Management, Change Management, Problem Management, Service Catalog management, Crisis Management, KPI definition and analysis, Root Cause Analysis (RCA), Process documentation, Stakeholder communication
Preferred skills
GLPI tool proficiency, CAB committee facilitation, Change control validation, Rollback planning
Responsibilities
Define and govern ITIL processes (incidents, requests, service catalog, crisis, changes, problems), Monitor and analyze performance indicators (KPIs) to identify improvement areas, Pilot the Change Management process including CAB committees and pre-production validation, Lead crisis management for major incidents (P1) including communication and root cause analysis, Document procedures and processes within the ITSM tool (GLPI), Prepare and present reports to executive committees (COPIL BU)