IT Service Manager

Project overview

We are looking for an experienced IT Service Manager to develop, implement, and optimize IT Service Management processes according to ITIL standards. In this role, you will be responsible for the standardization and continuous improvement of the process landscape as well as the coordination and harmonization of ITSM processes between internal departments and external service providers.

Your responsibilities include ensuring clearly defined interfaces, responsibilities, and handovers within the service processes. You will monitor process compliance using common ITSM tools, analyze process quality and service performance using KPIs, and conduct audits and reporting. Furthermore, you will identify optimization potential, derive sustainable improvement measures, and coordinate their implementation in collaboration with relevant stakeholders.

For this position, you should have a completed degree in Computer Science, Business Informatics, or a comparable qualification. You have several years of practical experience in managing IT Service Management processes and sound knowledge of the ITIL framework, ideally with corresponding certification. Experience with ITSM tools such as ServiceNow, BMC Remedy, or Cherwell is required. Knowledge of process analysis and optimization (Lean, Six Sigma) as well as a good understanding of complex IT infrastructures and multi-provider environments complete your profile.

You have experience in creating and maintaining process documentation and work analytically, structurally, and solution-oriented. Very good German language skills in speaking and writing, as well as good English language skills, are required.

The workplace is located in Cologne and will be designed as hybrid.

Project details

• Start: flexible
• Remote: hybrid
• Location: Köln, DE
• Languages: German