IT Service Management Process Manager

Quick Facts

• Role: IT Service Management (ITSM) Process Manager
• Focus: ITIL/COBIT-aligned process design, ITSM implementation in Matrix42/Jira, IT governance and audit coordination, KPI-driven optimization

Description

You will build and continuously optimize ITSM processes aligned with ITIL/COBIT, ensuring efficiency, quality, and compliance. You will map and promote ITSM processes in Matrix42 and Jira, provide consulting for IT governance, and coordinate internal and external audits while ensuring audit findings are addressed. Success is measured using KPIs, with optimization opportunities derived accordingly.

Responsibilities

• Build and optimize ITSM processes according to ITIL/COBIT, considering efficiency, quality, and compliance requirements
• Map ITSM processes optimally in Matrix42 and Jira and promote their usage
• Advise IT management on IT governance and coordinate internal and external audits
• Implement audit findings consistently
• Enable colleagues through practical trainings and workshops to use IT processes and IT tools securely and effectively
• Define and optimize interfaces between IT processes and IT departments and ensure integration
• Measure success with KPIs and derive optimization opportunities

Requirements

• Degree in (Business) Informatics or comparable qualification; several years of experience in IT Service Management
• ITIL expert certification; preferably knowledge of COBIT or SAFe
• Pragmatic ability to adapt standards to the needs of an insurance environment
• Ideally experience in a regulated environment (e.g., banking/insurance) and knowledge of current standards such as DORA
• Experience organizing and delivering trainings and workshops on IT processes and IT tools
• Process modeling knowledge (e.g., BPMN) and extensive experience with ITSM platforms; ideally Matrix42 and Jira
• German language skills at C1 level (spoken and written)

Benefits

• Mobile work: 2 days per week
• Flexible working hours without core or minimum working hours
• Company health management
• Comprehensive training and development opportunities
• Subsidy for company pension (bAV)