Fachgebietsleiter:in IT-Servicemanagement
Core
Leading and strategically developing the IT Service Management (ITSM) function, establishing governance, and optimizing ServiceNow-based service delivery for internal customers.
Role type
Senior IT Service Management Team Lead / Manager
Builds
Scalable ITSM processes, ServiceNow ecosystem, and self-service service portals
Domain
IT Operations / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITSM organizational leadership, ServiceNow platform expertise, ITIL 4 practices, process design and standardization, stakeholder management, strategic planning
Preferred skills
Experience in building governance frameworks, major incident management, change enablement, knowledge management, community of practice facilitation
Technologies
ServiceNow, ITSM tools, CMDB, reporting tools
Responsibilities
Lead and develop the ITSM team and function; define ITSM governance, rules, and KPIs; manage core ITSM practices (Incident, Problem, Change, Request Fulfillment); drive ServiceNow roadmap and ecosystem development; design self-service portals and improve time-to-resolution; collaborate with IT leadership and security teams on priorities and risks; establish training formats and coaching for key roles
Seniority
Senior, hands-on IC with team leadership
