Required skills
- IT Service Management
- ITIL
- Service Catalog
- SLA Management
- KPI Management
- CMDB
- IT Service Provider Management
- SAP
- S/4HANA
- ServiceNow
- Jira Service Management
- SAP Cloud ALM
- Team Leadership
- Contract Management
- Release Management
- Incident Management
- Problem Management
- Change Management
- Asset Management
- Service Desk Management
Languages: German
Job description
Seeking an IT Service Management expert to build and lead ITSM processes for a retail company undergoing S/4HANA transformation. The role involves an initial assessment phase followed by a 3-6 month leadership position.
Project overview
For our client, a medium-sized retail company undergoing S/4HANA transformation, we are looking for an expert (m/f/d) to build and lead IT Service Management.
The assignment starts with a ten-day assessment, followed by approx. 3 to 6 months of leading IT Service Management.
Responsibilities
Assessment
Lead IT Service Management
Skills
- Inventory of ITSM processes, roles, tools, and service provider landscape
- Maturity level assessment (incl. Incident, Problem, Change, Release Management, Service Catalog, CMDB)
- Derivation of action areas and a prioritized roadmap, coordination with management
- Functional and organizational leadership of IT Service Management, implementation of measures from the assessment
- Development and further development of the IT service catalog including SLAs and KPIs
- Maintenance and further development of the CMDB and support in Asset Management
- Management of internal and external IT service providers:
- Interface management, SLA monitoring, escalation management
- Evaluation of technical concepts, derivation and implementation of improvement measures
- Consolidation and comparability of contractual service levels
- Participation in the development of cross-functional Release and Deployment Management
- Development of the support model including Service Desk
- Preparation of the transition to regular operations and handover to permanent management
- Several years of experience in building or leading IT Service Management
- Profound ITIL knowledge
- Experience with Service Catalog, SLAs, KPIs, and CMDB
- Experience in managing internal and external IT service providers
- Experience with operating models in the SAP environment, ideally in the context of an S/4HANA introduction
- Practical experience with ITSM tools (e.g., ServiceNow, Jira Service Management, or SAP Cloud ALM)
- Experience in leading teams
- Very good communication and moderation skills
- Advantageous: Knowledge in contract and service level management
Project details
Beginning of November
10 days assessment + lead role for approx. 3 to 6 months
Utilization: 80%
Northern Bavaria, primarily on-site
Language: German, English
Industry: Retail
- Start: ab sofort
- Duration: 6 Monate
- Remote: onsite
- Location: Hof, Deutschland, DE
- Languages: German
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