IT Service Management Team Lead

Quick Facts

• Role: IT Service Management Team Lead (Fachteamleitung IT Service Management)

• Focus: ITIL-based ITSM processes, central ITSM organization, team leadership

Description

Lead and manage an IT Service Management (ITSM) specialist team, drive development and motivation of team members, and take responsibility for budget. Design and implement a central ITSM organization, including strategy, tool landscape, ITIL processes, and policies. Continuously improve ITSM processes by ensuring SLA compliance and service quality, monitoring KPIs, and performing audits.

Responsibilities

• Professional and disciplinary leadership of the IT Service Management team

• Develop and motivate employees; team-building; conduct employee conversations; budget responsibility

• Concept and implement a central ITSM organization (strategy, tool landscape, ITIL processes, policies)

• Continuous improvement of ITSM processes; ensure SLA compliance and service quality; monitor KPIs; conduct audits

Requirements

• Completed degree in Computer Science or Business Informatics or comparable education

• Several years of professional and leadership experience in IT Service Management, building and running ITSM teams, and implementing ITSM tools

• Sound knowledge of ITIL frameworks and best practices

• Strong communication and problem-solving skills

• Independent, structured working style and strong teamwork

Benefits

• Pay aligned with collective agreement (tariff-based compensation)

• Flexible working hours

• Onboarding program

• Internal training and professional development programs

• Occupational health management

• Preferential consideration for applications from people with severe disabilities (with equal suitability)