IT Service Management (ITIL/COBIT) Process Manager

Quick Facts

• Role: IT Service Management (ITIL/COBIT) Process Manager (m/w/d)

• Focus: ITSM process setup and optimization, platform advancement (Matrix42/Jira), IT governance and audits, KPI-driven improvements

Description

Build and optimize ITSM processes using ITIL and COBIT, balancing efficiency, quality, and insurance compliance. Develop and configure the Matrix42 and Jira ITSM platforms, support IT governance, and coordinate internal and external audits. Enable teams through practical trainings and workshops, and improve processes based on KPIs and audit findings.

Responsibilities

• Set up and optimize ITSM processes according to ITIL and COBIT with insurance compliance in mind
• Further develop ITSM platforms Matrix42 and Jira to ensure correct process mapping and implementation
• Advise IT management on IT governance and coordinate internal and external audits
• Drive the implementation of audit findings
• Conduct hands-on training sessions and workshops on safe and effective use of IT processes and tools
• Define and optimize interfaces between IT processes and departments and ensure integration
• Measure success using KPIs and derive optimization opportunities

Requirements

• Degree in (business) informatics or comparable qualification; multiple years of IT service management experience
• Certified ITIL expert; preferably experienced with COBIT or SAFe
• Ability to pragmatically apply standards to a regulated insurance environment; experience in banking/insurance preferred
• Knowledge of current standards such as DORA
• Experience designing audit-ready processes while maintaining agility
• Experience organizing and running trainings and workshops on IT processes and IT tools
• Process modeling skills (e.g., BPMN) and deep experience configuring and managing ITSM platforms (Matrix42 and Jira preferred)
• German C1 (spoken and written)
• Analytical and conceptual thinking, solution-oriented and reliable communication, structured working style; ability to keep overview in complex audit situations

Benefits

• Two days per week remote work option
• Flexible working hours without core or minimum working times
• Company health management
• Extensive further training offering
• Subsidy for company pension plan