Senior ITSM Consultant (German)

Quick Facts

• Role: Senior ITSM Consultant (German)

• Focus: Consulting and continuous improvement of ITSM processes in a financial services environment

• Language: Business-fluent German and fluent English (written/spoken)

Description

Provide consulting, analysis, and ongoing improvement of customer-specific ITSM processes across key ITIL areas (Incident Management, Problem Management, Change Management, Service Request Management, and Change Enablement). Identify process weaknesses, drive sustainable improvements with stakeholders, and support governance through SLA/KPI reporting. Implement ITIL best practices in live operations, ensure quality assurance/audit readiness for regulatory requirements, and deliver enablement workshops and training.

Responsibilities

• Consult on, analyze, and continuously improve core ITSM processes across ITIL

• Detect process gaps and define sustainable improvement measures with departments

• Serve as an interface between operations, service owners, and management stakeholders

• Introduce and operationalize ITIL best practices in live environments

• Set up and maintain SLA and KPI reporting for governance and ongoing optimization

• Support quality assurance, audits, and regulatory requirements in financial services

• Design and deliver workshops, training, and enablement initiatives for support and process

Requirements

• At least 5 years of proven ITSM experience, preferably in regulated industries (financial services, insurance, or banking)

• Strong understanding of ITIL and practical process landscape application

• Experience with IT process management and continuous improvement initiatives

• Completed degree in IT or related field, or equivalent education and experience

• Strong communication and facilitation skills across stakeholder levels (including senior management)

• Business-fluent German (C-level) and fluent English, both written and spoken

• Structured, self-driven, and solution-oriented work style

• Team-oriented with strong customer focus

• Ability to quickly understand complex system landscapes and business environments

• Residing in Poland

Benefits

Not specified in the provided posting.