Westhouse Job: IT Service Manager – ITSM / ITIL & ServiceNow

Project overview

Westhouse is one of the leading recruitment companies for the placement of highly qualified specialists from the entire IT lifecycle and engineering sector.

For our client, we are currently looking for an

IT Service Manager – ITSM / ITIL & ServiceNow

Framework Information

Reference:180642

Responsibilities

Interested?

Interested? We look forward to receiving your comprehensive CV in electronic form.

Your Contact Person:

Nalan Sivri (#gerneperDu)

*@*.com

*

• Conception, standardization, and continuous development of ITSM processes
• Alignment of ITSM processes with the requirements of IT service delivery
• Integration and coordination of ITSM processes across internal organizational units and external service providers
• Definition and optimization of interfaces, responsibilities, and process handovers
• Ensuring the effective implementation and adherence to defined ITSM processes
• Analysis and evaluation of process quality and process performance
• Identification of weaknesses, process deviations, and optimization potential
• Derivation and implementation of concrete measures for continuous process improvement
• Consistent addressing and follow-up of process deviations
• Coordination of improvement measures with internal departments and external providers
• Ensuring sustainable solutions and continuous process optimization
• Consulting and coordination with various stakeholders regarding IT Service Management

Project details

Cologne

Start Date:09.11.2026

Working Hours:Full-time

Your Qualifications

• Sound knowledge in IT Service Management and the ITIL framework, ideally ITIL 4
• Very good knowledge and practical experience with ServiceNow
• Several years of experience in setting up, operating, and optimizing ITSM processes
• Experience with ITIL processes or practices such as Incident, Problem, Change, and Service Request Management
• Experience in managing and coordinating ITSM processes across different organizational units
• Ideally, experience in collaborating with external IT service providers
• Experience in analyzing process quality, KPIs, and process performance
• Strong analytical and conceptual skills
• High result and solution orientation as well as organizational skills
• Confident demeanor and strong communication and conflict resolution skills
• Experience in consulting and managing various stakeholders
• Completed degree or comparable qualification in IT, Computer Science, or Business Informatics, or equivalent professional experience
• Start: 2026-11
• Duration: 12 Monate
• Remote: hybrid
• Location: Köln, Deutschland, DE
• Languages: German