IT Service & Process Manager

Quick Facts

• Own governance of ITIL-based IT service processes across the organization
• Coordinate IT service provider steering, SLA monitoring, and service reviews
• Integrate agile methods into ITIL processes and improve ServiceNow IT governance

Description

You will manage and govern key ITIL processes—Change, Service Asset & Configuration, and Release Management—and develop training for these processes. You will steer service provider operations, run service reviews, handle priority 1 and 2 incidents via task forces, and take responsibility for quality improvements, KPI reporting, and service level management. You will also integrate Scrum/DevOps into the existing ITIL framework and evolve the ServiceNow solution’s ITIL process usage and governance.

Responsibilities

• Lead ITIL process management for Change, Service Asset & Configuration, and Release Management
• Develop and deliver independent training for relevant ITIL processes
• Organize tactical service-provider steering and internal service review meetings
• Coordinate task forces for priority 1 and 2 disturbances; drive quality improvements, KPI reporting, and service level management
• Manage service-management projects and support other IT projects with subject-matter expertise
• Coordinate cross-departmental central IT audits and manage communication between auditors and IT
• Define strategies to integrate Scrum and DevOps into existing ITIL processes, including handover interfaces between agile teams and ITIL stakeholders
• Participate in ServiceNow solution further development and ensure ITIL processes are optimally used and improved

Requirements

• Degree in (Business) Informatics or comparable training
• Multi-year experience in service management, including service-provider steering and SLA monitoring
• Ability to remain calm and coordinated in critical situations as the central point of contact
• Proficiency with service/project management frameworks such as PRINCE2 and ITIL v3/v4 and with agile methodologies
• Confident presence and presentation skills, including for trainings and talks to larger groups
• Ideally: ServiceNow experience, especially ITSM, CMDB, and process modeling
• Preferred: ServiceNow ITOM knowledge (Discovery, Service Mapping) and understanding of how it supports Incident-, Change-, and Problem-Management processes

Benefits

• 32 vacation days per year
• Flexible working-time models (full-time or part-time) and option for mobile work
• Valuing culture with room for personal responsibility
• Further training via ECE Academy
• Corporate benefits discounts, Pluxee Benefits Pass, and company pension scheme
• Childcare support allowance and free fitness studio at the corporate headquarters