Expert Quality & IT Service Management

Project overview

Expert Quality & IT Service Management | Freelance | 3 Days / Week | Remote | Start: 01.11.2026 | Duration: 6 Months

Responsibilities

• Further development of service management within the framework of a second-generation outsourcing model for network services (contracts already negotiated).
• Consulting on operational and strategic provider management in a multi-provider ecosystem.
• Establishment of processes to ensure compliance with and continuous optimization of Service Level Agreements, Operational Level Agreements, and relevant KPIs.
• Definition of relevant key figures, data basis, measurement methods, and consideration of exclusion criteria and special cases in KPI collection.
• Development and establishment of methods, governance structures, and processes for effective end-to-end provider management.
• Conception and coordination of service and management reports with the involved providers.
• Project-related coordination with Service Owners and providers for continuous improvement of the service landscape.

Requirements

• Several years of experience in the implementation of ITIL-based service management processes.
• Sound knowledge in the conception of SLA/KPI reporting and governance structures.
• Experience in the transformation of medium-sized to enterprise-compliant IT structures.
• Strong enablement & knowledge management competencies for internal stakeholders.
• Ideally, explicit experience in Quality & Service Management in network projects.

Project details

• Start: ab sofort
• Duration: 6 Monate
• Remote: remote
• Location: Hessen, Deutschland, DE
• Languages: German