IT Service Manager (m/f/d)

You are working proactively on the further development of ITSM processes in the context of an increasingly automated AI-based service organization. You are responsible for the creation, maintenance and introduction of ITSM guidelines and the implementation of target group-specific training. You secure data protection, information security and compliance and support audits and follow-up actions. You control cooperation with international product, service and support teams, integrate relevant stakeholders and advise users on ITSM issues. You accept requirements, prioritise them and control their implementation by internal and external partners along defined projects and milestones. You're analysing KPIs, creating reports and managing improvements. You carry out Cause Analysis and Service-Reviews and continuously optimize processes. You take over the operational support and further development of the ITSM processes (Service Request, Incident, Asset, Change, Problem) according to ITIL 4. You ensure that our external service providers are provided in accordance with the terms of the agreement, coordinate the cooperation and check the quality of the delivered results. You evaluate requirements for our ITSM platform, control its implementation and ensure the quality of configurations, automations and AI-based functions.

You have a successfully completed degree (BWL, Business Informatics, Digital Commerce) or a comparable qualification. You bring multi-year ITSM experience and sound ITIL-4 skills; certification is advantageous. You think structured and analytical, understand technical relationships around IT services, service processes as well as digital platforms and know agile working methods. You are convinced in stakeholder management, communicate safely with international teams and departments and have very good knowledge of German and English. You trade customer and service-oriented and align processes as well as solutions to customer requirements. You know the requirements for data protection, information security and compliance at ITSM. You bring enthusiasm for automation, digitalization and data-driven optimization.

Workplace environment at the pulse of time (including height-adjustable desks) E charging stations Inviting, employer-funded operating restaurant Flexible working time model Hansefit Free company parking with direct access to the Markant campus Free drinks (water, coffee, tea) Mobile work