IT Service Manager

Quick Facts

• Role: IT Service Manager

Description

Lead the delivery, governance, and continuous improvement of IT services aligned to ITIL v4 processes. Coordinate and monitor external providers to ensure efficient provider management, service quality, and stakeholder reporting. Contribute to IT asset management and IT sourcing and be available for 24/7 on-demand call support.

Responsibilities

• Ensure, manage, and further develop IT services

• Implement and continuously improve ITIL v4 processes (Service Request, Incident, Problem, Change, Release Management)

• Coordinate and monitor external service providers for effective provider management

• Guarantee service quality and provide reporting to stakeholders

• Advise business departments on IT service topics and collaborate with internal and external partners

• Shape IT asset management and IT procurement

• Participate in 24/7 on-demand call support

Requirements

• Completed degree or vocational training in Informatics, IT, or comparable qualification

• Several years of experience in IT Service Management

• Solid knowledge of ITIL v4 processes

• Hands-on experience with ITSM tools and IT infrastructure (client, networks, servers, cloud) as well as provider management

• Confident communication and analytical skills

• Ability to explain complex issues clearly

• Negotiation-level German and good English skills (written and spoken)

• Resilience, reliability, and willingness to actively support 24/7 on-demand calls

• Knowledge of managing IT service delivery including outsourcing, contract and supplier management, plus IT asset management and procurement (preferred)

Benefits

• Smart Working with up to 50% home office or mobile work

• 30 days of vacation

• Attractive compensation package and flexible working time models

• Company-supported mobility offers (Deutschlandticket, Jobrad) and subsidies for sports memberships

• Employer benefits: capital-forming benefits, company pension plan, and corporate benefit discounts

• Further training opportunities